Business Haiku – Square Wheels and Customer Service
I commonly and often say, “The Square Wheels are everywhere…” when it comes to happenings around customer service.
Example from yesterday: I called my insurance company and asked for a report to be emailed and they mailed it, saying that they could not find my email address that they then found while I was on the phone with them — it was in my record. And they then faxed me something after I told them that I had disconnected my fax 5 years earlier… Now, they have to overnight things to me.
Yes, those Square Wheels. The systems and processes DO work, but they do not work smoothly and that causes grief for the customer as well as the wagon pushers, taking up their valuable time and costing more monies…
So, the situation might look something like this:
The round wheels are already in the wagon, and customers see things too. It takes a team effort to identify issues for improvement and to get a complete picture of how things really work and what can be done differently:
And this can have a tremendous impact on all sorts of things:
You might find my slideshare program on Teaching The Caterpillar to Fly to be on interest.
Have Fun out there, making improvements and generating impacts.
Dr. Scott Simmerman is a designer of team building games and organization improvement tools. Managing Partner of Performance Management Company since 1984, he is an experienced presenter and consultant.