Amazon has spoiled all of us. Today people want everything now. Organizations that want to survive have to dramatically increase speed. If it takes you 48 hours to process an order speed is 2 hours. If it takes you 6 days to ship, speed is shipping the same day.
We have several obstacles. Internal barriers are the mindset of employees which tends to be slow. Employees know if they have 4 days to process a loan they wait until the 4th day day and then they say I didn’t know I would snow or rain. Almost all employees take their time and procrastination reigns. The other obstacle is the lack of empowerment. Ideally, you want an empowered workforce that makes decisions on the spot in favor of the customer. The right mindset is critical for all employees.
External barriers are policies and procedures. Many are designed to slow things down. The other is systems and technology. Technology can dramatically increase Speed for employees and organizations by simplifying processes and streamlining workflow. Both have to be driven to improve the customer experience.
These are skills and attitudes that can be learned. At Costco, they have tons of checkout counters but they go really fast. They have two employees at each checkout counter and they work as a team. The employees are friendly and fast. Regardless of how many checkout counters have 2-3 people in line you will be checked out within minutes.
Service Quality Institute designed a training program called Speed that is implemented in 2 sessions of 2-4 hours each spaced one week apart. If you would like to make a big impact on improving your Speed, take a look at the brochure in English. (Also in Spanish)
An Introductory Start-Up kit to train 25 employees is only $1,499 and it includes a leaders guide with a flash drive for the videos and 25 participant kits. Shipping is free worldwide. Additional participant kits are only $20 each.
If you want to build a customer-driven workforce who understands Speed this is a good way to start. Very affordable. Train your entire staff on Speed and if unhappy with the results just return all the products for a Money Back Guarantee.
