Nature never rushes, yet everything gets done.
“You’ve got to drive around ma’am. We have a time to customer service that we have to meet”, drawled the drive-through clerk.
Growing kids have appetites that sometimes seem never-ending. So auntie drove into Burger King. Ordered stuff for the boys amidst repeated requests “will that be all ma’am?” With each question, she felt rushed. She wanted something herself but not one for fast food, she decided to ask for help when she got to the drive-through window. While paying for the kids’ order she asked whether she could get a sandwich. That’s when she was told that she would have to join the line of traffic again to get another sandwich. What in the world? She thought she misunderstood so she sought clarification. That’s when she was told that the employees have a set-time-to-meet-each-order and she was affecting it. In disbelief she asked again. Seven minutes later same response then from supervisor, Patricia on duty. Out of consideration for the growing line of famished drivers waiting behind her, auntie drove away. Lose-lose situation for sure.
The Rush For Time Two
In another incident, the Fedex delivery guy tossed the package at the door. Without ringing the doorbell, he quickly made his getaway. This act repeatedly done over his 6 hour route as he tried to meet his targeted goals. Oh the haste to deliver packages door to door.
Where’s The Service?
There are many more situations that can be shared about the new focus on meeting deadlines to the detriment of Quality service. Dismantled packages. Incorrect orders. Broken pieces. All creates havoc for service departments. So goes the new trend on delivery, Uber-eats and all. Compliance divisions pay thousands of dollars to dissatisfied customers in their attempt to correct terrible behaviors.
There is a severe disconnect. Why not marry the two? Stress to employees and external contract service providers the importance of optimal Quality service while meeting delivery deadlines
Be assured that one cannot exist without the other.
Have you experienced the negatives of the Rush For Time? Do share. We would love to hear.