No Unhappy Customers

Abstract

Reveals how attention to quality produces profitable results. Discusses how PC Connection supplies computer software and hardware accessories by direct mail. Asserts that customer loyalty, founded on a reputation for quality service, has made the organisation a leader in its industry. Discusses the company′s rapid growth. Asserts that “No unhappy customers” is the first priciple from which all other policy flows. Describes how a number of measures have been taken to make sure that the customer is getting the right product for his or her system. Concludes that a single principle has been applied in a number of ways to ensure that the company is more efficient and profitable.

Citation

Haas, P. (1989), "No Unhappy Customers", The TQM Magazine, Vol. 1 No. 2. https://doi.org/10.1108/EUM0000000002997