What is Quality anyway?

It was a big moment when my CEO told me, "You're in charge of service quality." At first, I was all pumped up, feeling trusted and ready. But then, the weight of this big task hit me. Quality wasn't just about numbers or things you could easily check off a list. It has a nebulous quality. You know it when you experience it, but how do you measure it? And if you can't measure it, then how do you increase it.

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Starting off, quality felt like a big puzzle. I dove into all sorts of books and talks, including from smart folks like Zeithaml, Parasuraman and Berry, who literally wrote the book on Service Quality. They taught me that quality is all about what you expect versus what you get. The closer those two are, the happier people are with what they get.

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This was a game-changer. Instead of chasing some perfect idea of quality, I started focusing on meeting and beating what customers thought they'd get. This wasn't easy, especially in the SaaS arena where balancing top-notch service without breaking the bank is tricky. Any fool can throw money at a problem, if you have an unlimited supply. It is harder to know precisely where to put limited resources in the real world.

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My team and I faced lots of bumps along the way but also had some big wins. We figured out how to make our company shine in the SaaS world by being all about quality without spending a fortune.

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Looking back, the journey from being totally stumped about quality to leading the charge is a story I'm very proud of. It shows that with a bunch of trying, learning, and sticking to it, you can turn a tricky situation into something great.

Using what I learned to nail the balance between great service (keeping customers, and keeping them happy) and not overspending is my main guide in helping SaaS companies win. Find out more at servicestrategist.co.uk