Inflexible staff responsibilities and lack of cross-training leads to customer waiting. Simple changes can help your organization easily achieve customer satisfaction.
My wife and I rented a car for our vacation last week and experienced a very unnecessary 20 minute wait to return our car. This company definitely was not a Lean Enterprise.
The rent-a-car location has two connected offices. One office was for Cars and the other was Trucks. We returned the car about an hour after it opened only to see a sign on the locked door for the cars division stating they were dropping off a customer and to call a number if needed. We called the number and was advised the Car Division employee would return in 20-25 minutes.
We went into the Trucks Division office and two employees were talking together. They were not on the computer or phone. They advised they can only take the keys from us but could not give a receipt or change the credit card like we wanted to.
About five minutes later, a guy in coveralls drove up and parked behind the building. We saw him enter a back door of the Cars Division. We knocked on the glass and the new guy advised us he just takes care of the cars and would only be able to take the keys from us.
After 20 minutes, the Cars Division salesperson showed up and took care of us.
Our waiting could have been avoided by having more flexibility between divisions. If the Truck staff was not silioed and was able to cover the Cars returns while they dropped off a customer, we would have been more satisfied. From our perspective, the employees all worked for the same company and I did not care if they were in different divisions.
Another way to avoid customer wait would be to provide credit card and return authority to the person who takes care of the cars. If the company is hiring people who they do not trust with customer credit cards to take care of the cars, then I seriously worry about the quality of the vehicle I am renting.
This experience just drives home the importance of physically going to see how your customers interact with your company and products. The contermeasures I provided are simple and easy to implement but you have to see the problem to know it is a problem.
My 2009 Hansei: Scarcity inspires creativity and innovation. How can I help harness that inspiration?