When you, the consumer drive through a drive-thru business: bank, fast-food restaurant, pharmacy, what do you expect:
Quick Turnaround time | Correct Order | Receipt | Friendly Service
But Sometimes…
As you leave if something is wrong like the incorrect order, less than friendly service and/or long wait..the experience is awful and most of the time, we do not have time to straighten the issue out.
In our business, analysis… our workers are reminded to perform quality service and to make sure turnaround time is done in an efficient time frame or faster if the client initiates the request.
The pace of work is faster each day. People want results faster than ever. If companies were to operate with a drive-thru mentality, then maybe they would see the sense-of-urgency to serve client needs and improve processes to meet those expectations. Often times, like drive-thrus, companies are only good as the customer’s last experience. It is important to reember this.
