Category

Improvement

What Brian the taxi driver can teach us about customer experience

What Brian the taxi driver can teach us about customer experience

By Customer experience, Customer Satisfaction, Customer Service, Improvement, Value Adding Activity
 I have been working out in Dublin since early December last year. This means lots of trips to and from the airport. It also means lots and lots of taxis. 

We met Brian one Friday afternoon when we booked a car to take us to the airport to fly home for the weekend and he happened to pick up the job.

Right off the bat, Brian was personable and friendly, really cheerful (which honestly isn’t a given where cabbies are concerned), and his car was immaculate (again, not a given). Brian dropped us off and that was that. 

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Poor Process Flow

Poor Process Flow

By Improvement, Lean, Process
Going back a good few years there was a guy I worked with who decided to become a cheque for the day.

This chap stapled a cheque to his shirt as he wanted to understand the flow of dispatching a refund to a customer. He stood at a desk for over an hour until he got ‘picked up’ and keyed into the system, and then being whisked down to the mailroom to wait to be bagged and couriered across to another office, in a different county, where further admin (mostly checking) took place.

The flow showed that the cheque was handled by an admin team, 2 mailrooms, and travelled a total distance of 30 miles before being collected by the Royal Mail (or whomever) a day after.

The guy was discovered many weeks later in the banking system, but he’s never been the same since.

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