FSQA Snippets: Customer Service

Building customer trust is paramount to the success of any business. It is not just a Sales responsibility, but must permeate all levels of the company, including the manufacturing level, with the ownership of Customer Service. 

With the pressures of team member safety, profit-loss metrics and regulatory compliance, this area of importance can sometimes be lost during the fast-paced day-to-day operations.  However, with all base quality and food safety SOPs/programs, a company should consider how it can place continual emphasis on the customer with items such as:

• Creation of very detailed Specifications/Checks specific to the successful production of products for customers that monitor every step of the food preparation process, including receiving and storage.

• Leverage of Continuous Improvement programs on areas such as operational settings of the key equipment from the best quality and profitable run should be established and verified.  Continuous Improvement should be used ongoing to further improve the quality and operational metrics.

Here are some other ways it builds trust with customers:

• Transparency - sharing information about sourcing, production, and safety measures.

• Consistency - delivering the same food safe, high-quality products every time.

• Responsiveness - addressing customer concerns and giving feedback promptly.  All customer complaints should be treated like gold and as an opportunity to improve the production of their products further.

• Specification Alignment/Product Color Visual Charts - creating these with the customer so that the required quality checks and visual targets are clearly established will fully align the customer’s expectations with the facility.

• Product Cuttings - preparing the product using the same methods the customer utilizes and reviewing the product with the operations and quality teams from each production run can identify any differences toward the target product identified by the customer.

Operation team members play a vital role in the consistent production of high-quality products for customers.  Providing team member training and alignment with the customers’ products ensures that everyone understands what the customer expects.  Finding ways to connect the team with the customers’ products, such as rewarding them with customer-based meals or other customer logo items, are some ways to drive consistency and improvement to product quality.

A commitment to Food Quality will protect the business and establish key, long-term partnerships with your customers.

For more information or assistance, please go to my website: FFS

It would be my honor to serve your company.

Steve