I bought a Fisher and Paykel Dishdrawer in January which I couldn't use until two weeks after purchase. One week for delivery, and another week to replace it as it was broken before it was even out of the box. Two weeks later it has broken down (well at least I got to use it this time). Now the interesting part isn't that it has broken twice within a few weeks, as bad as that is. What is interesting (and highly annoying) is that it can't be fixed for three days because the technician won't be over this side of town until then. I have clients (yes, that is plural) that will be at someone's house in under an hour if there is a problem. Here however, I have to work around the technician's schedule (and of course I don't even know the time so will be waiting around home) because it isn't convenient to drive here until three days time. Why is this? Is there only a horse and cart available? I doubt it. I think it is because the focus is on the input of what suits the organisation (have the technicians in one area) rather than on the output of serving the customer. So, hand washing dishes for me - mind you, am getting good at it ever since I bought this dishdrawer.
And ... hasn't Fisher and Paykel had some problems over the last year? Hmmm, I have a suggestion or two for areas of improvement.
In practically every organisation I visit, I observe a feedback deficit. People aren't receiving the feedback they require. Even when management ask staff for feedback, all too often nothing comes back. For staff, this results in a perception of a lack of empowerment ("nothing I do makes a difference anyway"). Just as bad is the lack of feedback responding to customers. I wrote last week to F&P's customer care centre to communicate my annoyance at the delay in getting my appliance fixed (given this was the second problem in less than a month. Love the appliance when it works, problem is that this is somewhat infrequent). As of 5 days later, no response. My feedback has been lost in the organisational black hole. The effect? As a customer, I now perceive the customer care (customer ignore?) centre really isn't about caring for customers and since I have already bought the appliance there is absolutely no urgency to deal with me. You do an awful lot of harm if you actively solicit feedback, then completely ignore it - better off not even to ask for it.
So then, if you want to dramatically improve your staff's performance and your customers' loyalty, don't just solicit feedback, actually listen and respond to it.
In the article below, the Coastguard describes people's at-risk behaviour as "crazy" and "human nature." I don't agree with the "crazy" but do agree with the "human nature." People see very clear positive outcomes for watching a tsunami rather than the negative outcomes for missing such an extraordinary and scarce event. In addition, we see the lack of antecedent control when the consequences do not support the desired response.
So, as is often the case, the positive outcomes follow the at-risk behaviour and the negative outcomes follow the safe behaviour.
ARTICLE
Many Kiwis Ignore Tsunami Warnings
People heading to the beach to watch the tsunami are crazy, says the coastguard.
Coastguard Northern Region duty officer John Cowan, said today people heading to the beach should turn around and head the other way.
The tsunami warning for the east coast had little effect on many people on Auckland's North Shore who continued to head to the beach and head to sea in their boats.
Two women having coffee on Milford Beach said they had a good vantage point and another woman about to head out on a walk to Takapuna Beach said she had her flippers.
However, Mr Cowan said the warning should be heeded and people should head to high ground.
"Stay away from the beaches. Don't go out on the water and if you are already out on the water up anchor and head to deeper water at least half a mile off shore."
Mr Cowan said many boats were ignoring the warning and heading out to sea but many people spoken to up and down the East Coast Bays on Auckland's North Shore were unaware of the tsunami warning.
Mr Cowan said it appeared human nature was allowing people to head to the beaches for a vantage point.