Tuesday, December 28, 2010

Fan-Tas-Tic

Yes that’s the exclamation !!! One uses when delighted by service excellence:

McDonald's at Panvel. We drove in and within 90 seconds we were out with our order fulfilled. 

Order - Payment & Delivery Turnaround Time - 90 Seconds. After Making Payment at Drive Thru Counter we came to Delivery Counter i.e. 15 seconds and he was ready with our packet of delivery.  ( Order, Payment Took 70 seconds ). Total Item = 7. 

Big M visible from distance ,Security at the Gate to guide vehicles, Drive Thru lane, Order and Payment Counter, Delivery Counter, Packaging, Quality of food of course and staff efficiency. All touch pints were well in place to create well deserved WOW!!!

Thinking of Drive Thru Services, Design of entire road map i.e. entry of vehicle to exit, placement of counters, internal processes of design of order, pick up,
packaging and delivery all were DESIGNED.

Unless every customer facing touch points and processes are thoughtfully DESIGNED it will not create Service Excellence WOW!! 

Most of the time entrepreneurs miss out on Customer Facing Design. Factories and Shops are designed meticulously. Spent hours and days on Brand ,Logos,employee uniform. But no investments in employee training, processes which are critical for customer delight, making it easy and quick for CUSTOMER to deal with the company. No Clue.  We have tons of call centers but no thinking on how and what is the convenience for the customer to reach out when in need.  Pressing 10s of buttons before someone speak to u is ridiculous. Every company has website but email link to contact the company is more often than not takes hours to find. It should be on every page and clearly visible so that when the visitors want to take action it’s there. We have internal control audits but no audits on CUSTOMER Friendliness of Business Processes!!!

Uff long way before businesses wakes up and put CUSTOMER at the center stage of their activities & final suggestion to McDonalds’, CUSTOMER in drive thru services eats while travelling so;

1) Tissue paper for hand clean 
2) Waste paper bag to keep all the waste  
3) Wet tissue napkins to freshen up 

Will add to the customer DELIGHT.

2 comments:

  1. Sunil Bhai, Sound observation and effective analysis in terms of approach, business development and well pointed out the need and importance of training.

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  2. Thanx Saurabh. Keep visiting & applying thoughts if u like to yr business. Delight Customer & Deliver Happiness. Cheers.

    ReplyDelete