Business Systems and Processes.

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Customers Demand Four Things from Your Business Systems!

The “Voice of the Customer” (VOC) is a phrase from Six Sigma that means the opinions and needs of your customers are being considered as you develop your products and services. In other words, the customer’s desires are always foremost in your mind. Do you frequently ask yourself, “What is the voice of our customer?” “What do they really want from us?”

Customers are always looking for companies they can trust. They reward those that meet or exceed their expectations and allow the others to fail. Everything about your business—advertising, cleanliness, return merchandise policy, courtesy and knowledge of employees, product selection, location, delivery time, and so forth—is what matters to them. NOT JUST LOW PRICE! Your entire business is your product, and it must sparkle. When it does, you become the “best deal” to your target customer.

What is critically important?

Each customer contact is a moment of truth, a time when a relationship is either made or broken. From the customer’s point of view, certain things are “Critical to Quality” (CTQ). You must meet customer CTQ specifications or expectations precisely, or you will lose their business.

In a previous life, I had a business that manufactured framed art. We also contracted with large companies like American Greetings to make small-framed gift items. On one occasion, we shipped 5,000 plaques to a major distributor of religious books and gifts. To our shock, the customer called to report that the inspirational message on the plaque contained a misspelled word. The word “privilege,” was printed as “priviledge.” Neither our company nor theirs caught the mistake. They shipped the product back, and we remade the 5,000 plaques. From the customer’s point of view, the product did not meet specifications. (We split the cost of rework.)

At another time, we had a hot product—silhouetted trees printed on glass and set against recessed background prints.

Sunset Silhouette

This item blew out the doors of our retail customers. We manufactured around the clock but could not keep up with the demand. Our shipments got further and further behind. Some customers canceled their orders because we failed to meet delivery expectations.

After you learn from the voice of the customer what is critical to quality in their minds, you must ensure that your business systems and processes help you deliver on your promise. Nothing can be left to chance. When you win the trust of customers, they will become raving fans.

Four Customer Expectations

Remember this: All customers want four important things from your product or service.

  1. High-Quality – No defects; does what it is supposed to do; as good or better than the competition.
  2. Speed – On schedule; meets deadline; no delay.
  3. Low Cost – Good value; competitively priced; occasional bargains.
  4. Pleasurable – Good buying experience (clean store, knowledgeable salespeople, etc.); “killer customer care.”

While you are in The Zone tomorrow, quickly list what is critical to quality for your customers. Consider the four criteria above. Then find a way to enhance your business systems and elevate your product or service beyond your competition. Your customers will love you for it, and reward you handsomely!

*****Special Alert: My Retirement is Your Gain*****

To give back to the entrepreneurial community, I HAVE DECIDED TO GIVE AWAY MY VALUABLE SYSTEMS-BUILDING SOFTWARE, ecOURSE, AND OTHER INFORMATION ABSOLUTELY FREE. By filling out the form on this page, you will go directly to a download page. This is not hype. There is no catch. You will receive a software product and a “college equivalent” eCourse on how to develop effective business systems and processes. Customers have been paying for this software and eCourse for fourteen years (see What Cutomers Are Saying).

I will show you how to eliminate business frustrations and make more money by creating remarkable systems and processes that boost customer loyalty, profitability and growth. The application of these strategies has proven to be of great worth for owners of many small and mid-size businesses. Put me to the test!

You will learn the following, and much more:

  • How to become a Systems Thinker and raise your business I.Q. by 80 points—OVERNIGHT.
  • What six elements are found in every great business system.
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  • Why good systems and processes are the essential ingredient to start, grow, fix or franchise (replicate) your business.

You have nothing to lose and everything to gain. I will not be trying to sell you because you are getting everything for FREE, much more than I have described here. I won’t be contacting you; however, you can contact me for help with the software or your business at any time. Please browse around my website. If you have any questions, email me, Ron Carroll, at

I hope you enjoy and benefit from this FREE offer. It was a labor of love for me to develop. Becoming a Systems Thinker and using the Box Theory™ methodology will be one of the best decisions you have ever made.

I’ll be cheering you on from my quiet fishing hole in the mountains of Utah.

I want to learn how to create remarkable business systems …

Just Retired
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It's time for me to focus on other things. Many hours and dollars have gone into my software and written materials over the last fourteen years. Now it's time to give back. This is not a gimmick. There is nothing to buy. I give it all to you for free. If you use the software and apply the principles, you can create a remarkable company. See Below. Have fun!

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Michael Gerber, "E-Myth"

Michael Gerber

"Organize around business functions, not people. Build systems within each business function. Let systems run the business and people run the systems. People come and go but the systems remain constant."

W. Edwards Deming, Total Quality Management

W. Edwards Deming

"If you can't describe what you are doing as a process, you don't know what you're doing. . . . 94% of all failure is a result of the system, not people."