High Product Quality is the Cornerstone of Good Service

The most fundamental and effective way to provide good service is to eliminate the need for it. A product that is "fit for use" and never breaks is the ultimate form of customer service.

The Relationship Between Quality and Service:

1. Reduces Service Load: A high-quality product that functions reliably places minimal stress on a service organization. Conversely, a poor-quality product with a high failure rate can quickly overwhelm and suffocate even the best-staffed service team.
2. Builds Customer Confidence: A product that works as expected builds trust and satisfaction. A product that constantly fails destroys it, no matter how good the repair team is.
3. Enables Service Success: When the service organization isn't constantly fighting fires caused by poor quality, it can focus its resources on solving more complex problems and providing higher-value support.

While a service infrastructure is necessary to handle inevitable issues, the primary focus must be on designing and building quality into the product from the start. This is the first and most important step in creating a juggernaut service advantage.