Welcome back and in this video, I am going to talk to you about a concept one of the most important concepts I need you to understand and I need you to master this concept is quality service. So what is quality service? What is it service in a very, very, very short it is the intersection, or it is the balance between two main things as you see them on the screen. It is the balance between their procedural side and the personal side. This This in itself is all about two things. It's about process.

It's about systems and it's about the people who are managing the process. The people who are Giving the service it's not about the bit sandwich you're taking from McDonald's for example. It's about the service you're taking. It's about the atmosphere, you are feeling and you are having while you are in one of McDonald's stores for example. So, what is the difference between procedural side and the personal side? procedural side, it consists of systems and procedures used to deliver your products or services to your customers.

In short, it is the service time the steps you are using whatever systems and policies you are using. The most important part is the personal side. So, what is the personal side? the personal side is how you interact with your customers, how you're using your attitudes and you will behaviors. So the procedural side is all about communicating to the conscious mind. And the personal side, it's all about communicating to the unconscious mind.

So I will give you the best product with a procedural side. But I will when you did the last day of my life, using the personal side, personal side, in fact, it's not just the competencies and the skills. There are many more things in the personal side. One of these things for example, are you practice you virtuous with customers? What do you think if you have the best and the extraordinary product, but you lie to customers, or you don't keep your promises? I think you will lose these customers.

But what if you are a man of a war? You have friends Spitz and you are working the coding to the to these principles and to the veterans. This is what we named the personal side of coding of course with the competencies and the skills needed in our business age. In the next video I will talk to you about the four services tiles, and I will help you differentiate between each tile and the other style. And I will help you by the end of this section to have a plan to transform your business from whichever style it is in to the best or to the desire style, which is you will know in the upcoming video.