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It is unlikely that a business can operate without customers. For this reason, attending to the needs of the clients is vital for the retention of customers. To ensure excellence in providing quality customer services or products, there must be a culture of delivering quality services to the organization. With the employees understanding that satisfying clients is directly affiliated to the success of the business, they become able to invent ways for customer satisfaction (Bovet & Martha, 2000). This satisfaction is only guaranteed through the provision of quality services to the customers. The provision of quality services may seem expensive but in the long run, the cost is too cheap in comparison with the sales made. Below is a discussion showing that the quality of the services or products provided by an organization is indeed profitable as opposed to being expensive.

When the quality is focused at, it denotes different fields of view from which it can be assessed. The first point of assessment is through the relationships between the services/products providers with their clients. When the relationships are smooth and promising, they are said to be of quality (Ballantyne, 2005). In this regard, the associated net costs, which are hidden, are always low. Low costs translate to heightened profits on the part of the businesses. To this extent, the quality of the relationships between the clients and the providers is not expensive. Rather, the business makes increased profits.

On the other hand, quality relationships help customers in airing their views on the products they are offered by the provider (Ford, 2003). They are also able to say what works for them for the provision by the provider. This way, they are always offered quality goods and services that guarantee safety for their health and life. To this end, quality in terms of relationships is not expensive. Rather, it assists the clients to get the best of services and products which safeguard their wellbeing and the businesses to make increased profits.

The second point of view of quality is in terms of goods and services. It is a bit expensive on the side of the business when it sets to provide quality goods and services to its clients (Bovet & Martha, 2000). However, the more the cost of producing quality goods, the high the price of the goods and services on the part of the clients. Although the cost to clients might be high, they automatically like the quality. When a business is used to giving quality goods, the customers become loyal (Bovet & Martha, 2000). Loyal customers orient with the services or products of the business. Hence, the business becomes assured of their purchasing as long as the quality of goods or services is not compromised.

This way, the management of the business can focus on harnessing new customers while maintaining a certain level of production (Estep, 2013). This level is aimed at serving the needs of the loyal clients and for any probable future clients. When these clients try out these quality products, they like them too and end up becoming loyal customers. The business stands to benefit from the making of more profits. At long run, it is evident that the provision of quality goods or services is not expensive, and instead it is an opportunity for more profits.

The third point of view of quality provision in business is through communication links. According to Bovet & Martha (2000), effective communication ensures that what is supposed to be done is carried out in a timely manner and the right way. This effective communication contributes to the quality of services that the business offers. In terms of providing goods and services, effective communication aids in timely delivery of the right goods and services without delay. Quality communication in the provision of goods and services to the clients is not expensive. This is so because it only calls for appropriate coordination among the employees. On the other hand, quality and effective communication leads to customer retention and hence high sales that translate to high profits on the part of the business.

The fourth point of view is in terms of technology use. Effective utilization of technology by the business translates to high quality of goods and services offered. This assertion is true because technology helps in ensuring quality through aiding in researching the new trends. According to Ford (2003), technology aids in knowing the taste of clients and what works best for them through their regular feedbacks. Therefore, effective use of technology translates to quality goods and services. These effective technology does not require too many resources but, the realized profits far surpasses the incurred cost of technological resources. To this end, quality assurance through technology is not expensive though it might seem so.

The fifth point of view of quality is on fulfilled customer expectations. Through convenience in provision of goods and services to the customers, quality is guaranteed (Hubbard, 2010). Convenience is further accompanied by reliability, swift of customization and speed in provision of goods and services. All these activities translate to quality that in turn translates to customer satisfaction. When customers are satisfied, they become willing to spend more on such products or services which bring satisfaction (Hubbard, 2010). This situation translates to them becoming loyal customers who ensure a prolonged orientation with the products or services of an organization. In long run, the business benefits from such customers because of the assurance they give off a prolonged profit making period (Hubbard, 2010). According to Hubbard (2010), the profits made by the business far surpasses the costs involved in providing the quality services or goods. Hence, quality is not expensive as it might seem to be.

When customers’ expectations are met, they become the vocal of the business to their friends (Ballantyne, 2005). Through their praise of the quality of goods and services provided by the business, its reputation is sold out. These praises create an urge in these friends who become eager to try the products or the services that their friends talk about. When these prospective customers start to enjoy these products, the possibility of orienting with the product is very high if the quality is high as praised. If they like the quality, they too become loyal customers of the product. This translates to more sales and hence higher profits on the business.

These new loyal customers become the new vocal of the business and sell it out more to other friends (Ballantyne, 2005). These other friends become prospective customers and finally loyal ones. The trend keeps on expanding to more friends translating to the immense growth of business over a short duration of operation. This expansion leads to more profit making on the part of the business. If it is not for the provision of quality goods and services, such a business cannot grow at such a fast rate. Hence, quality provision of goods and services is not expensive and rather, it provides an opportunity for immense growth of the business.

The sixth point of view is on the provision of a competitive advantage to the business. When a business provides quality services or products, it becomes competitive. To this end, it gains a competitive advantage over its competitors (Bovet & Martha, 2000). Clients will always orient with the business that provides quality goods and services. This assertion is true because clients are always considerate of their wellbeing when seeking for goods and services (Estep, 2013). The clients detest goods or services which poses a threat or may be translates to unmet satisfaction. To this end, they will always go for quality goods and services regardless of the cost. Because of this reality, businesses look forward towards providing quality goods and services no matter the cost of producing such goods and services. These businesses then compensate these costs on the prices of goods and services to the customers. In most cases, these costs are recovered, and the business makes the appropriate profits. To this end, although the cost of providing quality services is high, the cost of enjoying such services is also high. This situation translates into a win-win situation which depicts that quality is not expensive.

The last point of view is on the quality of information during the provision of goods and services. Accurate information leads to high-quality goods or services. According to Estep (2013), through accurate information, the business management knows what to offer the customers and the appropriate time to do so. Secondly, it is through accurate information that the new trends and tastes of the consumers are known. Also, accurate information ensures reduced risks in making decisions pertaining to the provision of quality services (Ford, 2003). All these activities revolving around information ensures a safe provision of quality goods or services. In this sense, quality provision is not expensive but it is extremely cheap. This is so when compared to the cost of compromised safety when providing goods and services in the absence quality information. Poor quality information leads to the provision of poor quality goods and services. Such a provision may be even more expensive than the cost of providing quality goods or services.


In conclusion, provision of quality goods and services may seem costly. This statement is true especially when the associated costs of providing quality are put into consideration (Bovet & Martha, 2000). These costs, as discussed in the essay above, may be in many forms. Such forms include; the cost of obtaining quality information for quality goods and services, the cost of producing these goods, and the cost of effective use of technology. It also encompasses the cost of maintaining good relationships with the clients and the costs of maintaining effective communication links. However, these costs are far surpassed by the profits realized after the selling of these quality goods and services.


Ballantyne, D. (2005). Customer Relationship Management: Creating Competitive Advantage through Win-Win Relationship Strategies20051Jarmo R. Lehtinen. Customer Relationship Management: Creating Competitive Advantage through Win-Win Relationship Strategies. Singapore: McGraw-Hill 2001. Managing Service Quality: An International Journal, 15(5), 485-488. doi:10.1108/09604520510617329

Bovet, D., & Martha, J. (2000). Value nets. New York: Wiley.

Estep, M. (2013). Customer Service too Expensive? How to Balance Your Costs. Retrieved 16 January 2015, from

Ford, D. (2003). Managing business relationships. Chichester, West Sussex: J. Wiley.

Hubbard, D. (2010). How to measure anything. Hoboken, N.J.: Wiley.

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