4 chocolate truffles

The problem with standard processes is that customers come in different shapes and sizes.

At a restaurant this week, five of us were sitting at the table enjoying drinks post dinner when we were offered a plate of four chocolate truffles. We asked if we could have a fifth truffle as there were five of us, but were advised the truffles only came in plates of four. The solution was to offer us another plate of four truffles so we had eight between five of us. The only way of ensuring truffle equity would have been to order five plates ensuring we had four each.

A process designed for tables of two or four didn't work for a table of five, but staff were not allowed to take a common sense approach and deviate from the process to do the right thing for the customer.

Standard processes can be great for standard customers, but when your customers are a bit different, do your frontline teams have the flexibility to tailor the solution?

Get in touch to find out more about how Service Economics can help you design more effective services that work for your customers, and cost you less.