Customer service the lego way
Legoland Windsor – great place with friendly staff. At a food stand ordered chicken pieces with chips and a chicken sandwich. Could we have the sandwich without fries and a drink? No we couldn’t. Was this because the assistant is unable to not put fries in a box or not fill a drinks carton? I think she could manage that. Or was it that the training is to sell only what is on the order pad (electronic)? Was it that the process is so inlexible it cannot cope? Was it that customer demand falls behind the process? Was it that Lego think that the service is all in the smile of the attendant and not the product? I think perhaps it was all a combination of these. Service implies delivery of a product. Friendly service adds to the product experience it is not the product. It is also further evidence of process design being outward and not flowing from the customer.
If we look at the costs here. The chips will cost nothing and the drink will be negligible. However by always serving them when the customer may not want them the risk is that the demand for fries and cola is incorrectly inflated.
Let’s design from the customer’s views. Let’s record what they actually ask for and develop our process from there.
