 Turtles
Deliver the Internal Mail
The
Corporate Events Manager at a leading high tech firm
requested one of my demonstration videos.
I sent it promptly by Federal Express. Later, I checked
the FedEx website (www.fedex.com) to track progress.
The site provides instantaneous information, telling
me my package was delivered at 9:27 am the very next
day. Two days later I sent an e-mail to the manager,
asking for her feedback on the video.
‘I haven’t received it yet,’ she wrote
back. ‘We have Turtle Mail inside this company.
I should get your package by the end of the week.’
Amazing! Federal Express picks up, delivers and tracks
packages at warp speed…but inside this Fortune
500 company, the mailroom can’t route an express
package to the right desk within 48 hours!
Key Learning Point
From satellites to
sanitation, the need for speed applies. What's the slowest
part of your organization? Check it out, then speed
it up!
Action Steps
Audit internal response
times throughout your organization. How long does it take
to route a package, reply to an e-mail, return a voice
mail message? Identify bottlenecks that slow you down.
Develop ways to speed things up and implement the solutions.
Next Article in Customer Service Measurements >>
What Level of Service Do You Provide?
First Article in Customer Service Mindset >>
Leave This Place Better Than You Found It
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