A Service on Purpose

A clean and roomy lounge.

Individual seating with sliding tables.

A cafe.

A coffee bar.

A TV.

Room for your kids to engage in an activity while you do adult stuff.

100 technicians.

16 service agents.

Several touch points and pleasant conversations with staff.

I took a family member’s car in for service and saw and experienced all of the above. I was expecting the usual, which was a chair and being told it would take at least one day to get the car back.

Instead, I was given a time estimate of 2 1/2 hours, which came with an apology for things taking so long this time. When an item needed to be replaced, the replacement happened in less time than initially estimated.

This wasn’t a luxury car dealer. It was an everyday type of car from an everyday brand.

What I saw before me was a service instead of a process.

It made me think about what my efforts look like to the people I seek to serve.

What do your efforts look like?

Photo: @acton_crawford on Unsplash