I met with an old friend of mine over the weekend for a much needed catch up. When I asked him how work was going, he launched enthusiastically into the story of the last few months. He works as a service manager for an air conditioning company, which he loves.
“So how come things are so great?” I asked.
“Well it all started a couple of years back…” he replied, going into detail about how he watched the business he adores losing customers day after day through ineffective and inefficient (ultimately bad) service.
“I’d set about finding out how we could improve the way we worked” he explained. “For starters, service is a real-time business - knowing what our workers were doing days or weeks after it happened was just no longer good enough.”
At this point I was intrigued to know why that was.
“Take last Tuesday for example” he said, “one of my guys was called out to a priority 1 call. En-route, he hit heavy traffic from a motorway diversion, and wouldn’t have made the call within the set SLAs. I re-allocated him another job and sent a different engineer who could meet the SLAs.”