Friday, January 20, 2017

The Art of Misdirection

Reposting an old post from the last blog.


This weekend I found myself in line at the drive though at a local Chick-fil-a.  What was remarkable was that orders were being taken by two young ladies, and relayed inside via a headset.  Their regular drive through PA system was down.  They could have put up a sign and asked us, their clients, to move forward and order at the window.  I have seen many restaurants do this in the past.  Why would Chick-fil-a pay two employees to stand out side on a chilly morning instead.

The answer came to me as I pulled up to the first window.  I was greeted by the manager, who apologized for the inconvenience of their equipment failure.  He was immediately replaced by the employee handing me my food.  Thinking back, it probably did take me longer than usual to get through their drive through, but I didn’t notice.  Why?  The employees standing outside were chatting with me, about the weather, about my day, and my sleeping daughter in the back seat.  They took my mind off the wait, so I didn’t notice it.  The employees where out there in the cold, engaging us, and giving the person at the window the time to assemble our order.  When I pulled up, my food was ready.  It was seamless, and flawlessly executed.  “Excellent job” to that manager and his team.

Everyday, we run into hurdles, roadblocks, or just plain bad days.  It affects our ability to provide service to our clients.  When we focus on the problems, our clients focus on the problems as well.  They see the issue, they see it is affecting your delivery, and they are not happy.  I wonder what would happen if we focused on our customers experience?  Could we misdirect, or better said, refocus our customer attention so they hardly notice the issue, but rather want to thank us for our flawless delivery even given the circumstances.

What do you think?

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