Let’s take a second to review the preposterous ending to the NFL game from the lockout.
At the very end of the game, the Seattle Seahawks threw a pass into the end zone. On that play, the receiver shoved down a defensive back, watched a Green Bay Packer come down with the pass and then wrestled it away from him. The (very wrong) call? The Seahawks scored and won the game.
It was such an awful call that it actually diminished the NFL product, and everyone from blogs to professional football analysts to fans have been excoriating the league for it all week. It’s the kind of bad publicity that would cost a smaller organization dearly, and it may still put a dent in the NFL shield.
Your business is not the NFL. Yet the lesson here is a simple one: Care about the quality of your product or you will suffer the consequences.
Let’s take on a more relevant and hypothetical approach. If you were to sell a product that people really wanted, you would likely sell a high volume. If the damn thing breaks down every week or so, though, you will gain a reputation for not caring about the quality of your product. Customers will cease to care about you, and all that money you made won’t mean anything if you stop selling the product and you’re having to sink money into repairs and warranties.
So make quality the cornerstone of your business. It may require you and your employees to work a little harder and spend a little more, but the resulting customer trust and the money you’ll save taking care of customer complaints will outweigh that.
Care about your product. Make the right call.
How do you show your quality to customers?
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