imagine how frustrating it would be if you brought your car into a dealership for service and
the car wasn’t ready until three hours after they told you to pick it up. assume that this is a
very busy place that offers a broad array of services. in fact, they frequently expand their
services with new options, such as a free car wash, shuttle service while your car is being
serviced, and car detailing. But as they deliver these new services, they often don’t have the
right processes and systems in place to support them. The shuttle driver’s schedule isn’t
integrated with the shop’s delivery schedule, so the driver picked you up far too soon. They
offer detailing but don’t have the car wash on site. Cars have to go to another car wash down
the street, which adds to the wait time. get the picture? adding new services without integrating
processes is chaotic — and it can have a real negative impact on customer satisfaction.
Read more...
the car wasn’t ready until three hours after they told you to pick it up. assume that this is a
very busy place that offers a broad array of services. in fact, they frequently expand their
services with new options, such as a free car wash, shuttle service while your car is being
serviced, and car detailing. But as they deliver these new services, they often don’t have the
right processes and systems in place to support them. The shuttle driver’s schedule isn’t
integrated with the shop’s delivery schedule, so the driver picked you up far too soon. They
offer detailing but don’t have the car wash on site. Cars have to go to another car wash down
the street, which adds to the wait time. get the picture? adding new services without integrating
processes is chaotic — and it can have a real negative impact on customer satisfaction.
Read more...
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