Please Drive Around Once Again
In
Australia, Matt and two friends went to a fast-food
drive-through for lunch. They wanted three separate
orders as there were three in the car and no one had
exact change.
The order-taker replied, ‘I’m sorry sir,
but we are only allowed to process two drive-through
orders at a time.’
‘But there’s no-one behind us,’ they
replied.
The order taker repeated, ‘I’m sorry sir,
but we are only allowed to process two drive-through
orders at a time.’
The driver asked, ‘You mean I can place two orders
now, drive through and pick them up, then drive through
again to get my last order?’
‘That’s right,’ the order-taker said.
‘If you want more than two orders please come
inside or drive through again.’
So Matt and his friends drove around the building to
place their third order. In the time it took them to
drive around the building, not one other car appeared.
It was a pretty small building.
Matt spoke to the manager on duty who repeated the same
comments: ‘Our owner wants a maximum of two orders
per car so we don’t slow down other customers.’
A noble decision, perhaps, but with one big flaw: there
were no other customers waiting.
Key Learning Point
Policies implemented
for the good of the customers must be good for the customers,
too.
Action Steps
Check
your current policies in all areas of customer contact
and concern. Look for lunacy, lost logic and loopholes.
Make the changes required.
Next Article in Customer Service Toolset >>
Yes, We Have No Bananas
First Article in Customer Service Value Dimensions >>
In Customers We Trust
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