A Service on Purpose
A clean and roomy lounge.
Individual seating with sliding tables.
A cafe.
A coffee bar.
A TV.
Room for your kids to engage in an activity while you do adult stuff.
100 technicians.
16 service agents.
Several touch points and pleasant conversations with staff.
I took a family member’s car in for service and saw and experienced all of the above. I was expecting the usual, which was a chair and being told it would take at least one day to get the car back.
Instead, I was given a time estimate of 2 1/2 hours, which came with an apology for things taking so long this time. When an item needed to be replaced, the replacement happened in less time than initially estimated.
This wasn’t a luxury car dealer. It was an everyday type of car from an everyday brand.
What I saw before me was a service instead of a process.
It made me think about what my efforts look like to the people I seek to serve.
What do your efforts look like?
Photo: @acton_crawford on Unsplash