Customer Service – Lean Six Sigma Moneybelt

Is Your Customer Bothering You?

Is your customer bothering you? Do they make you angry sometimes because they won’t do what you want them to do? Here’s how to think about it:

“Hi, I’m Jay Arthur, author of “Lean Six Sigma Demystified” and QI Macros [software].

“My friend Shelle Rose Charvet wrote a book called “The Customer Is Bothering Me” and I thought that that was kind of a good thought to think about for a little bit. Do you ever get kind of angry with your customer for not doing what your customer needs to do to make life easier for you?

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Posted by Jay Arthur in Improvement Insights, Service.

Snowthrower Delivery Debacle

Ordered a snowthrower as a wedding gift for two day delivery. Eight days later it was delivered to someone’s home (not mine). How can we mistake-proof these kinds of problems?

“One of the guys in my office is getting married this June and so I got him an early wedding gift: a snow thrower. So I ordered it from Amazon. I ordered it on Monday, it was supposed to arrive on Wednesday; two days shipping on Prime.

“Then on Wednesday I get this notice that said, “Well, it’s sort of delayed.” So then it said maybe Friday, but of course on Friday it wasn’t here, and they tried to deliver it on Saturday, of course, which is when we’re closed.

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Posted by Jay Arthur in Agile Lean Six Sigma, Improvement Insights, Lean, Service, Six Sigma.

The Burnt Toast Society

For many years, I’ve been endlessly annoyed by the mistakes and errors of every service and product business I use. From crappy cell phone service to mistakes on restaurant bills. I have hesitated to write about these experiences because it seemed too much like whining, but my daughter Tina introduced me to the concept of the “Burnt Toast Society.”

Burnt Toasters will eat burnt toast at a restaurant rather than send it back. I think American consumers put up with too much mediocrity. So I have decided to start complaining online about every burnt toast experience.

I recently flew back on Frontier Airlines from the Institute for Healthcare Improvement (IHI) conference in Orlando.

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Posted by Jay Arthur in Six Sigma.