OH, never mind, they already are standing, ready to take my order and to serve me.

I own two cars. One is a 1995 GM product. The other is a 1999 Toyota Sienna. I love them both because they are both paid for!

When I take my Toyota to the dealer to be serviced they meet me in the driveway, do a quick inspection of the vehicle and send me inside to see one of the service department people. There are at least 6 of these people and someone always acknowledges me quickly and they get the details of what I need and I am on my way (I usually don’t use the complementary shuttle bus). They then call me when they said they were going to call me to tell me what they found or that things are progressing as expected. Upon completion of the work they call me and tell me my van is ready.

When I take my GM product to the dealer I park and am greeted by no one. I walk into where the two people who write up the order are seated. This past time it took six minutes for either one of them to even say hello. They were busy talking to each other about stuff, none of which had anything to do with cars. I was so curious I just kept waiting. They take the order and I go on my way (no shuttle bus option). Then nothing. No phone calls or updates. I called today, the day I said I would need the car, to see how things were going as I had heard nothing and I got the “Oh, yeah, that’s ready,” comment. Umm, were you going to call me and let me know? I didn’t bother to ask. Then to pay for the work I go to a cashier who cannot explain anything about the charges or the work done. At Toyota the person who oversaw the work from start to finish is the one I talk to and pay.

Most Americans can totally relate to these two scenarios. One provider does a superior job and they are making a strong profit. The other provider is doing a marginal job and they are struggling. This isn’t only a car thing. Think Best Buy Vs Circuit City or Southwest Airlines vs everyone else. When it comes to service we are demanding, maybe too much so, but the firms that have found a way to deliver are winning the business battle because of it.

When is the last time you took an objective look at the service you or your team or business provides? It helps for you to take an outsiders perspective with a critical eye. When you do this I am sure you will see some opportunities for improvement. Of course, you know what comes next. You can either exercise leadership and actually do something or you can maintain the status quo and do nothing, which may be the easy way out but it is not the profitable way out. I know the choice I would make.

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