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Discussion Starter · #1 · (Edited)
How I rate Quality, Value and Craftsmanship.

I think we (here) tend to blur interpretations of others ... Like the old rub: I know you think you understand what you heard, but you have failed to realize that what I said is not what I meant:rolleyes:.

I love a good discussin:shifty: but I think if we thought a bit more clearly about some terms it would help us to be a bit more Civil
some of my definitions may be a bit out of focus this is because they are my "walking around", understanding of the concept rather than taken from a dictionary.

As it comes to contracting here is how I define terms

Quality: is consistently meeting specification. Thus Mc Donnalds makes a "quality" product whether you think their burgers are awesome or total crap has nothing to do with the "quality" of the product. "quality is quantifiable"

Value: A subjective ratio of price vs features and benefits

Features and benefits: Features can be specified. Benefits are about the weight a buyer attaches to a feature. (If a buyer wants to have warm tootsies when she walks on her tile floor she will weigh the Benefits of having an in-floor system with a +15 F Cap (feature).)

Craftsmanship: A feature comprised of attention to detail and the employment of technique that makes a finished example more esteemed by those who understand the processes enough to have an expert opinion

(Note: Craftsmanship is often confused for "initial fit and finish". Initial fit and finish (a specifiable feature) is often confused for quality. Take the kitchen cabinet industry, where box store displays look in "initial" fit and finish to be greater than those made by skilled craftsmen. That certainly doesn't mean the Cabinet is better. this is because the seller knows that the illusion only need last until the purchase decision is made.)

Now I have Five levels of Expctation that I share with clients to find out what they want. These levels are Tied to Pricing tiers and help keep clinets from expecting more than they pay (screwing me) for and from buying more than they need (screwing them).

: Hack work requested by Hack owners who want you to polish a turd for free. :shutup:

Fair: Price and function are the Key Features of this level. These are often rental units where Economy is the metric for quality.... You can effective up sell by showing benefits of less maintenance or a higher rental rate by shifting to an upgraded item.

Good: This is the level of price vs features that most folk live at. These comprise much Bread and Butter work. If you want to upsell here you need to spend time listening to your client to find out what benefits they really want and then showing them features that will meet their desires.
(most folks are content with Good)

Fine: Money is spent on both the selection of material and "craftsmanship" for the sole purpose of differentiating it from the Good.
You shouldn't get a whole lot of "upsale":whistling here.

Outstanding: The top 2 or 3 of every 1000 "Fine" projects, these are the masterpieces. The problem with an Outstanding project is failure to realize the dream.

Fair, Good and Fine work, can all make money (that is our Stated Business plan right) and all can be accomplished in a "quality" manner. also you can totally screw your self and your client by failing to assess their Expectations.


216 Posts
I wish I had not failed the Logic class I took in college. I would like to write this all out as a logic equation.
Props for being so definitive. Personally, I lose sleep if I feel a customer is not completely satisfied. Thus, I always juxtapose their expectations with their understanding of what I can provide. Learning to communicate effectively is neverending and I am forever looking for techniques and terminology to add to my arsenal. I have never seen the dissection of terms like those you present here. Thanks for sharing.

71 Posts
That pretty much summed it up for me. Figuring out exactly what level they are at and having enough in the job to make them happy enough to refer you to their sphere of influence. Communication and understanding people is the biggest challenge.
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