Who Put Sand in the Grease?
The
world is racing towards seamless commerce and instant
communications. Fast computers and networks provide
the grease.
But people design the business processes we
use. And sometimes, someone puts sand in the grease.
A local college ordered two copies of my video-based
learning programs. They had my pricelist and knew exactly
what they wanted. I was the only supplier.
But their Finance Department insisted upon sending a
‘request for quotation’, then receiving
a ‘written proposal’ so they could send
a ‘purchase order’ from which I would provide
an ‘approved invoice’ – all before
delivering the products! That’s a lot of paper
back and forth (hardcopies required, in duplicate) without
a smidgen of added value.
One government agency ordered the entire Ron Kaufman
learning library. The products were delivered promptly
with our usual invoice enclosed.
But the agency insisted our invoice be re-written as
it was dated February 28, the same day as shipment,
while the products were delivered on March 1.
Finance refused to accept our invoice as it was dated
before delivery, even though the invoice accompanied
the products and the products were now delivered.
Key Learning Point
The need for speed
in today's economy is real. Get rid of the sand that grinds
the gears and slows everything down. Grease up!
Action Steps
Look closely at
your business processes and procedures. What can be streamlined?
What can be reduced? What can be eliminated altogether?
Next Article in Customer Service Toolset >>
The Conference Rate in Los Angeles
First Article in Customer Service Value Dimensions >>
In Customers We Trust
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Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
He is author of the bestselling series "UP Your Service!" and founder of
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