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5 Ways To Ensure That Your Business’s Service Quality Is Up To Standard

The hard part in obtaining favourable judgements for your business or service is making sure clients and others perceive all you have done for them – in other words, getting credit for what you have done.

There are five principal dimensions to service quality:


Reliability is the ability to provide the promised service dependably and accurately. It includes timeliness and the person’s perception of your competence. People judge you on how dependable you are. Reliability means performing the service correctly the first time.


Assurance is the client’s feeling that her or his situation is in good hands. It involves the knowledge and courtesy of your personnel, and their ability to convey trust and confidence.

Assurance also involves credibility, which includes trustworthiness, believability, and honesty. It means having the client’s best interests at heart and demonstrating care and concern. Assurance is the reason for the old saying, ‘People don’t care how much you know until they know how much you care.’


Tangibles include the physical evidence of your service, your facilities and equipment, and the appearance of your personnel. Tangibles include correspondence, newsletters, brochures, and other tangible products that the client receives from you. They also include the neatness of reports and financial statements, and invoicing.


Responsiveness is your willingness to help people and provide prompt service. Responsiveness, like reliability, also involves the timeliness of service. Accessibility is also part of responsiveness, as are approachability and how easy you are to reach.


Empathy: means that you provide caring, individualised attention to clients. It goes beyond mere courtesy, although courtesy is as important a part of empathy as it is of assurance. It requires a commitment to the client and involves understanding the client and knowing his or her personal needs and specific requirements.


Courtesy involves politeness, respect, consideration for the client’s property, and consideration of the client’s time, as well as the friendliness of contact personnel (including receptionists and telephone operators).

To get a high rating on your scorecard, you need to think about how you can demonstrate your capabilities in these areas in ways that people can perceive clearly.

If you’re someone who often finds it difficult to make large lump sum payments for goods or services, you may want to consider looking into “Buy Now Pay Later” services.

Buy now pay later essentially means that, rather than paying in a full lump sum payment for a product or services rendered, there may be an option to pay through instalments of a certain amount over a set period to make the sum of the full amount in total. This method should allow you to pay in full for the product or service without overly straining your finances – you pay back what you can, as agreed upon when you begin the buy now pay later service.

Some popular buy now pay later services include Afterpay, Zip Pay, Brightepay, and some credit card networks such as  Mastercard and Visa, can offer buy now pay later arrangements.

Though it can be a convenient, immediate solution, it may be challenging to juggle the necessary repayments with other financial commitments. It’s not always the most appropriate method for people, and you should bear in mind your situation and ability in paying back the amounts. 

Before you sign up, keep in mind: 

  • It becomes easier to overspend with buy now pay later services, so know your limits on what you can and can’t afford.
  • You will be charged fees and costs to use the service, which can add up to a princely sum in and of itself.
  • Keeping track of your payments can be tricky if you’ve signed up for multiple services.
  • It could affect your loan applications for a car or mortgage as lenders consider buy now pay later spending just as much as your credit score.
  • Late repayments can appear on your credit report, which affects your ability to borrow money in the future.
  • Layby can be a cheaper alternative to buy now pay later, with no account-keeping or late fees to consider

If you are someone who could make use of BNPL services, you may wish to:

  • Ensure that when using the BNPL service, you stick to a set limit on what you spend so that you can comfortably pay it back later. 
  • Aim only to have one BNPL account at a time to manage payments through, rather than confuse yourself with multiple payments across different providers.
  • Always budget for bills, loan payments and BNPL payments, and 
  • Rather than use your credit card for payments to your BNPL account, consider linking to your debit account instead.

If you would like assistance in planning your financial future, help in managing your budget or some friendly advice, see us for a chat about what we can do for you.


What our Client Say

John Briggs

Jane Noller has been my accountant for the last 15 plus years. I can testify to Jane’s professionalism and expeditious manner in dealing with the day to day issues that surrounds our business accounting.

John Briggs

Registered Building Certifier

David and Alison Parker

I have been consulting J L Noller and Co. (more specifically Jane) for six years and during this time I have found her to be professional, efficient and easy to discuss all accounting and taxation matters with. Her office team are all polite and friendly also.

David and Alison Parker

Business Owner

Carl Gillmore

I have used Jane & the team for the last 6 years for all of my business & personal accounting needs. They have always been professional, easy to talk to & available when we have needed assistance.

Carl Gillmore

Carl Gillmore Landscape

John Briggs

Jane Noller has been my accountant for the last 15 plus years. I can testify to Jane’s professionalism and expeditious manner in dealing with the day to day issues that surrounds our business accounting.

John Briggs

Registered Building Certifier