Comments on: Consistency or Quality – Or Consistent Quality http://brianlinton.com/when-do-you-sacrifice-quality-consistency/ Entrepreneurial Lessons and Adventures from the founder of United By Blue Sat, 28 Jan 2012 03:04:09 -0700 http://wordpress.org/?v=2.8.2 hourly 1 By: admin http://brianlinton.com/when-do-you-sacrifice-quality-consistency/comment-page-1/#comment-731 admin Mon, 16 Feb 2009 16:47:01 +0000 http://brianlinton.com/?p=764#comment-731 @Patrick - interesting to see how you would rather see 10 customer service reps deliver standard and consistent service than 5 who deliver outstanding quality service - I suppose that is because the other 5 would then be deliver inconsistent, poor quality service. So what we see from you is that consistency, in some cases, trumps quality. Interesting. @Patrick – interesting to see how you would rather see 10 customer service reps deliver standard and consistent service than 5 who deliver outstanding quality service – I suppose that is because the other 5 would then be deliver inconsistent, poor quality service. So what we see from you is that consistency, in some cases, trumps quality. Interesting.

]]> By: Patrick http://brianlinton.com/when-do-you-sacrifice-quality-consistency/comment-page-1/#comment-730 Patrick Sun, 15 Feb 2009 06:26:33 +0000 http://brianlinton.com/?p=764#comment-730 An aside to this quality/consistency discussion - here's a good example from the customer service industry. I work as a consultant dealing mostly with customer service strategy to large fortune 500 companies. We can look at a simple example of the front lines of the customer experience - the call center. What we strive for there is often consistency in concert with quality: consistency is often determined by employing technology that works and uniformity in how agents solve problems & deal with customer concerns (process consistency). Quality service often comes out of quality processes - I would rather see 10 customer service reps deliver standard and consistent customer support in line with process than 5 stellar customer service reps who deliver unique and above average support (but deviate from process) and 5 sub-standard agents who deliver poor support (also most likely a process deviation). Food for thought :-) An aside to this quality/consistency discussion – here’s a good example from the customer service industry.
I work as a consultant dealing mostly with customer service strategy to large fortune 500 companies. We can look at a simple example of the front lines of the customer experience – the call center. What we strive for there is often consistency in concert with quality: consistency is often determined by employing technology that works and uniformity in how agents solve problems & deal with customer concerns (process consistency). Quality service often comes out of quality processes – I would rather see 10 customer service reps deliver standard and consistent customer support in line with process than 5 stellar customer service reps who deliver unique and above average support (but deviate from process) and 5 sub-standard agents who deliver poor support (also most likely a process deviation). Food for thought :-)

]]> By: admin http://brianlinton.com/when-do-you-sacrifice-quality-consistency/comment-page-1/#comment-729 admin Wed, 11 Feb 2009 19:57:38 +0000 http://brianlinton.com/?p=764#comment-729 Jens, haha. well thank you so much for your encouragement. Keeping up with my blog while running my full time business is not easy, so I really appreciate all that you have said to encourage me and make me realize what people truly come here for...the overall experience of being an entrepreneur. And I am so sorry to disappoint you by not having a video!!! Don't worry, next Tuesday there will be one here waiting for you! Cheers, Brian Jens, haha. well thank you so much for your encouragement. Keeping up with my blog while running my full time business is not easy, so I really appreciate all that you have said to encourage me and make me realize what people truly come here for…the overall experience of being an entrepreneur.
And I am so sorry to disappoint you by not having a video!!! Don’t worry, next Tuesday there will be one here waiting for you!
Cheers,
Brian

]]> By: Jens http://brianlinton.com/when-do-you-sacrifice-quality-consistency/comment-page-1/#comment-728 Jens Wed, 11 Feb 2009 19:52:44 +0000 http://brianlinton.com/?p=764#comment-728 Even though I was looking forwad to that episode (and I was a little bit disappointed), I will forgive you ;) because I like your blog. I agree with aulelia that an 70% post is way better than no post. We come here not for super high quality evey day. We just want to watch you being an entrepreneur. You create the quality with what you do during your entrepreneur-day, that up here. Furthermore for me the content delives only 75% of my experience of your blog the other 25% are your entertaining style. I can imagine that you want to get better evey day or every week so you higher your expectations of yourself so you may assume that content X or Y is not good enough for a video, BUT somewhere, someone will benefit from it. There's always someone gaining something from it. Everything that is about you and business or both is appropiate. Don't hesitate mate. Even though I was looking forwad to that episode (and I was a little bit disappointed), I will forgive you ;) because I like your blog. I agree with aulelia that an 70% post is way better than no post. We come here not for super high quality evey day. We just want to watch you being an entrepreneur. You create the quality with what you do during your entrepreneur-day, that up here. Furthermore for me the content delives only 75% of my experience of your blog the other 25% are your entertaining style. I can imagine that you want to get better evey day or every week so you higher your expectations of yourself so you may assume that content X or Y is not good enough for a video, BUT somewhere, someone will benefit from it. There’s always someone gaining something from it. Everything that is about you and business or both is appropiate. Don’t hesitate mate.

]]> By: admin http://brianlinton.com/when-do-you-sacrifice-quality-consistency/comment-page-1/#comment-727 admin Wed, 11 Feb 2009 14:25:12 +0000 http://brianlinton.com/?p=764#comment-727 Thanks for the comment aulelia! Yea, finding a balance is the most important part of it all I would say. Consistent quality is the answer. Thanks for the comment aulelia!
Yea, finding a balance is the most important part of it all I would say. Consistent quality is the answer.

]]> By: aulelia http://brianlinton.com/when-do-you-sacrifice-quality-consistency/comment-page-1/#comment-726 aulelia Wed, 11 Feb 2009 14:19:13 +0000 http://brianlinton.com/?p=764#comment-726 I think it's about finding a balance between the two in your business and blogging as well. Although I think quality is premium, I would prefer reading a consistent blogger's content than a 'once-in-a-blue-moon' blogger. I like this blog because it is consistent in posting and quality. However, if you changed it erratically for no reason, it would be hard to follow the blog because it breaks the pattern. I think it’s about finding a balance between the two in your business and blogging as well.

Although I think quality is premium, I would prefer reading a consistent blogger’s content than a ‘once-in-a-blue-moon’ blogger. I like this blog because it is consistent in posting and quality. However, if you changed it erratically for no reason, it would be hard to follow the blog because it breaks the pattern.

]]>