Editor’s note: Janet Savoie is vice president of Online Survey Solution, a Nashville, Tenn., research firm. This article appeared in the November 9, 2009, edition of Quirk's e-newsletter.

I like to shop but I don’t always like the shopping experience. For that reason, I tend to be a creature of habit, visiting the same stores again and again because I know which ones consistently make me feel good about spending my money.

Is shopping for and buying research services any different? I think not, although it often seems vendors miss the mark on a number of levels. The price may be right but the people you have to work with are untrained and lack experience. Or the quality of the work is acceptable but you feel like just another number.

When I am in the role of buyer I have very specific expectations of what my vendor should be like. Of course I want good service, good prices and good quality. But I want more than that. I also want to feel like I’m in a neighborhood store even if I’m in the middle of Macy’s during Christmas rush. Bottom line, I want the atmosphere of a boutique with the selection and prices of a big department store.

How does a research provider deliver that perfect mix of quality and service?

1. Don’t be greedy. If you sell more business than your staff can handle (admittedly, not a common problem these days), your client service, your quality and your employees suffer. Manage your growth and add staff as needed. Offer fair prices.

2. Hire smart. As you add staff, be sure that they are of equal quality to those your clients are used to working with.

3. Train, train, train. Even the greatest hires need training in the way your company works. They need to understand and buy into your value system.

4. Know your strengths. Don’t offer products and services that don’t fit your skill set. Don’t take on jobs that you know you are outside of your capabilities. Your clients will be disappointed.

5. Customer first. Be flexible. Give great service. Add value. Be responsive and go above and beyond for every client every time.

6. Be consistent. The companies I go back to again and again are those that I can count on to deliver the same level of quality and service every time.

7. Take responsibility. Don’t compromise your values. Admit mistakes immediately and make it right. Your clients’ respect is priceless.