The Basics of Total Quality Management

Total quality management is a managerial framework attributed to improving customer experience and product value by streamlining operations. It involves looking at a whole towing service segment or other business processes, be it order fulfillment, marketing, sales, management, among others. Management involves managers and executives overseeing various processes, identifying errors, and ensuring they are all solved amicably.

Management process can provide different benefits to the business including the following;

– Increased productivity in employees as all staff get to understand what is expected of them and what they can do to bring success for their business.

– Greater employee morale as team members know all expectations and work confidently towards achieving their job duties.

– Better and streamlined business processes as managers create a careful framework with strategic methods.

– increasing customer satisfaction as business changes and processes are enacted that specifically aim at providing quality goods and providing a lot of value to customers.

To deliver quality management, here are some of the important principles you need to follow;

Customer Focus

Total quality management is fully customer-focused. It revolves around solving customer issues and working to create products and services that meet customer needs. To ensure you can achieve that, you must determine your customer needs, desires as well as roadblocks to delivering success. You can get more information about your customers by creating buyer personas, getting customer feedback and reviews, and conducting customer interviews.

Effective Leadership

Although it will involve the entire company, total quality management when established is based on effective leadership. As management, you work to unite your organization and develop strategies and plans that provide your employees with the training they need to succeed as well as a sense of direction. Without setting goals and objectives and actively communicating them to employees, it can be very challenging to achieve the success you need.

Total Employee Buy-in

Another very important element of total quality management is the fact that employees embrace a full buy-in. All employees participate to work together to meet common goals. Without full support, it becomes increasingly difficult to achieve the success you need for your business. TO encourage business-wide participation, you need to provide employees with all the training necessary. When employees feel prepared, they are more likely and willing to participate because they feel included and supported through the process.


As you realize that something needs to change, you just can’t say it’s okay to do little and expect huge success. You must work to identify areas of improvement, understand if there are any failures and roadblocks, and develop a strategy that will help you encourage and empower your employees to succeed in their tasks. In everything you do, you must include a strategy. Total quality management is strategy based. You need to have strategic management of different processes.

In any decision you make, ensure you are guided by data to make decisions. You can’t make assumptions about performance. You will need concrete data to draw accurate conclusions and understand how you are performing.

How to Market a Product to Wow Customers

Whenever there is a product launch, it gets very exciting for marketers. Unveiling to the world a new campaign you have created for a specific product or service can be a relief. Let’s say you have developed an exciting roof repair product, you know your target audience and you are excited to tell everyone about your product because you know it in detail. The only challenge you will be faced with is figuring out how to market it.  Marketing a new product can be challenging because of different reasons.

It can be your first launch ever and you are not sure how to go about it. You might be struggling to put together the right marketing message to get your word out there. If that is the case, here is how to market products.

Experiment with messaging

If you have a plan to release a series of products under your brand, you should never be afraid to play with the names. While playing with names can be a risky affair, it will make a lot of sense as you get a chance to stick among an already saturated market. You can go ahead and create different messaging versions and push them to your audience. Put platforms and channels in place to ensure you can have analytics of what is performing best for you and what is not. That way, you can finally conclude and stick with what works.

Stick with your industry

Naturally, businesses that get bigger have a chance to expand their range of products and services. A beauty company can start selling off lipsticks on Instagram, and within a short time, they find themselves selling entire products for the face. Similarly, a marketing company can just start by selling one product, such as SEO services, and soon find itself selling and releasing all marketing automation software and services. When releasing a product, think a lot about the future.

Tell a story

One of the sure ways to market a product successfully is through telling a story. Stories get customers emotional and when done in a successful manner, they can bring tremendous results. Think of the last time you felt something while seeing an ad. You can probably recall how you felt as well as how the ad was about. It is very important to add a story to your products as doing so can help customers understand your product better.

Deliver a realistic promise

When making a release, it should be centered around accomplishing a list of goals. Customers will be very much delighted if you can display how your products solve their problems. Never make any promise that you can’t accomplish. Any promise you make should be based on motivation, and if you make a promise you can’t meet, you risk angering your customers and putting a dent in your brand. Never market things that are not yet created or approved, and never promise what you can’t deliver. Always take a leap of faith and remain optimistic.

Ways to Show Empathy to Customers

Empathy is one of those words that gets commonly used when it comes to customer exercise. Suppose you are called by a customer who needs roadside assistance in Richmond; what would be your first reaction – to show them empathy or to give them a quote? I suppose the first would work better. Typically, management spends a huge chunk of their time encouraging representatives to spend a lot of their time learning and getting into the mind of the customer.

There are a couple of skills and training needed for teams to be empathetic towards customers regardless of the situation a customer presents themselves on. Here are a few tips on how to show empathy to your customers.

Genuinely relate with the customer

Some people think showing empathy means feeling outwardly remorseful for a problem that a customer is facing, and apologizing for the same – that is not the case. Empathy is the ability to interpret emotions and understand why someone is feeling the way they do. When you get this understanding, you stand a better chance to authentically relate to the customer, no matter how they feel. Every member of the support team should aim at creating common grounds for both parties to reach an amicable solution.

Actively listen to the customer

The first step to understanding a customer is to actively listen to them. Active listening includes not only listening to what the person has to say but also showing you have an understanding by repeating their words through the process. The best way to practice active listening is by paying a keen focus on what the other person is saying. You should never be worried about coming up with a response to their questions. Listen to every detail that a customer brings up and pay attention to their body language and tone. Always give customers the best solution to ensure they don’t encounter the same problems in the future.

Make interactions memorable

The customer service job is very much demanding. Reps will have daily goals to meet and managers will be constantly monitoring their metrics. The focus on quantitative performance will encourage reps to prioritize speed and efficiency to offer quality care. Support teams should always put the interests of customers first, even when dealing with their daily quotas. Always aim for customer retention because businesses spend more to acquire new customers than retaining an existing one. When customers get a memorable experience, they are more likely to share how they were treated.

Use positive language

It is important to use collaborative language that aligns with a customer while communicating with them. Sometimes, it is not what you say that matters, but how you say it. Be mindful of your language and the way you phrase your words while interacting with a customer. Even when providing sound advice, the customer can easily misinterpret your words as if you are positioned a certain way. If you need to explain to a customer a complicated solution, ensure you walk them through in a series of simple steps and make the whole process seamless.