I had the privilege to visit Alam Sekitar Malaysia Sdn Bhd this morning. What impressed me was the 95% uptime criteria they promised to customers. This means if their service quality is below 95% uptime, they will not send any invoice! This will definite results in customer satifaction because customer only want to pay for something that is worth their money.
Major: Service your customers with quality product and bill them only when the product conform to specification or agreement.
Minor: Never take the money and hope your customer will forget about it when there is a defect in the product.
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