Quality Work Or Quality Service?

Date: Apr 17, 2019
By: Joel Lazer, FCPA, FCA, CIRP


Quality work means the work must be correct. Your car needs to be repaired. Your tax return needs to be correct. Your dry cleaning must be clean. Quality work is important.

Service is the experience. Was the wait staff at the restaurant respectful? When you walked into your accountant’s office (or lawyer’s office, doctor’s office, hotel, grocery store or a multitude of other retail outlets) were you greeted with a smile or did you feel like you were a bother? Were you made to feel welcome?

At Lazer Grant we provide professional services. Quality work is important. All our clients expect it, and so they should. Service is how we differentiate ourselves not just from other accounting firms but also from other commercial transactions. You know when you get quality service unlike quality work which is sometimes hard to know.

We would urge everyone to consider the quality of their service. Quality work is a given. Quality service is an attitude. We do our best to provide a great service experience. And we are always looking at how we can improve. We would be happy to hear from you. And if you haven’t been to our office, drop in and see how we serve. We would also love to assist you to improve your service to your clients and customers with a Quality Service Audit.

A client who shares space in our building entered our office. Lucie, our Director of First Impressions, said, “Just leave them there,” with a smile on her face. The client was leaving his drinking glasses. The client does not have a dishwasher; we do. Lucie washes his glasses and is happy to do so – because she can and because she understands quality service.

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