After more than three decades of practicing, teaching, training, and helping facilitate Quality improvement efforts, it's still a duty, pleasure, and somewhat of a relief to be able to recommend instances where what I preached was practiced. Such an encounter was our recent service by Darius Smith, a Mobile Expert at the Austin Bluffs Pkwy and Siferd Blvd T-Mobile store in Colorado Springs. I've come to short-handedly define "Quality" as the product of service that is "Effective" (job done correctly), "Efficient" (done with no/a minimum of extra time, effort, "do-overs,") and "Empathy" (true concern for the customer(s) and their needs, both real and perceived). Darius Smith displayed all of these qualities to the highest degree, an achievement producing "Exciting" Quality--the kind that makes you not only come back as the need arises, but recommend that person and service to others. Darius was always clear in his explanations and questions, was able to pivot his recommendations when additional information was provided to give us the best results, and gave us and our needs 100% attention. He picked up on visual and audible cues, which enabled him to provide a personalized but completely professional experience for my wife and myself. I will also note that the interactions I observed between the other T-Mobile service experts and their customers were in accord with the excellent service Darius provided, and that the store itself presented well. Based upon this particular experience, I would infer that T-Mobile selects very good people and trains them well, and I do look forward to collecting more data from future visits to this location as needed. read more
