In this episode of the #QualityMatters podcast, Kyle and Caleb dive deep into a topic that touches every business, from manufacturing to customer service—the true cost of poor quality. But this isn’t your typical lecture on scrap and rework. The guys bring stories, perspectives, and real-world relevance to the table—from customer loyalty and personal tech decisions, to school choice and workforce skills, to the vital role of culture in shaping quality outcomes.

Caleb kicks off the episode with a personal story that many of us can relate to: a frustrating experience with a major cell phone manufacturer that ultimately led him to switch to Apple. This wasn’t just about technical specs or flashy features—it was about how quality (or the lack of it) is perceived by customers. When something breaks or a system doesn’t work as promised, customers don’t just lose patience—they lose trust.

“It wasn’t the cost of the broken phone. It was the cost of lost time and support that pushed me to change brands.” – Caleb

This example underscores a key theme: poor quality isn’t always measured in dollars—it’s often paid for in loyalty, reputation, and long-term business.

Shifting gears, Kyle reflects on education choices for his sons—particularly the value of vocational training and skilled trades. In a world that’s heavily focused on four-year degrees, Kyle advocates for alternative education paths that equip young people with tangible skills—and the ability to contribute meaningfully in quality-centric roles from day one.

“We’ve got to stop thinking a good education only happens in a classroom. It happens in a shop, at a lathe, with a wrench in your hand.”

This discussion challenges us to rethink how we prepare the next generation for quality-focused careers, and how education directly impacts organizational quality from the ground up.

Of course, no episode about poor quality would be complete without touching on the more visible costs—scrap, rework, waste, and lost production time. The hosts break down how these issues creep into operations and why they are symptoms, not the root cause.

Caleb reminds us that you can’t fix culture with corrective actions alone, and that lasting change must address both processes and people.

What ties all these topics together? Culture.

The heart of the episode rests in the idea that quality begins with people, and the culture that leaders build around them. A culture that values continuous improvement, feedback, and pride in workmanship is the only true long-term solution to preventing quality failures—whether they happen on the shop floor or in customer support.

QualityMatters, #CostOfPoorQuality, #CustomerExperience, #TradeEducation, #QualityCulture, #ManufacturingMatters, #LeadershipDevelopment, #ContinuousImprovement