I had to sign some documents at a bank as Board Secretary of Together We Can Change the World. I called the bank officer and arranged to come in the next day. I called her on the appointed day to tell her I’d be there in 20 minutes. When I arrived, I had to wait 20 minutes for her to print the forms for me to sign.
My question: Why did she make me wait an extra 19 minutes? She could have had the 2 pages printed waiting for me to sign. It would have taken me less than one minute to sign them and be on my way.
Toward the end, she asked if I was interested in switching my personal accounts to her bank. I thought, “With this kind of inconsiderate service, there’s no way I’d switch.” But I politely said, “No thank you.”
Is your employees’ lack of consideration for your customers’ time costing you business?
You’ve heard the old adage, “There is no such thing as trying; you either do it or you don’t.”
I had a recent experience with this. Perhaps my lesson will be useful to you.
Sometimes we have opportunities to examine who we are in a new context that is a metaphor for how we approach life. Recently I had such an opportunity to see if I was more likely to take an exciting path or a more mundane one.
Weeks before we arrived, I’d been communicating with the 5-star hotel’s liaison to ensure my group of 10 could get checked in as quickly as possible as we had to leave within 45 minutes of our arrival at the hotel. The last time we stayed there, we loved the accommodations, but check in seemed inordinately slow. We asked that it be expedited, offering to send scans of our passports if that would speed things up. She assured me that we’d all be checked in within 10 minutes of arrival.
When we arrived at the hotel, the process was as snail-like as it had been the previous time. Forty-five minutes later, the last person got her room key. There was no explanation as to why it took so long.
Arriving at the Singapore Airport, I saw a man with “Grand Hyatt” on his clipboard. I approached him, asking if they provided a shuttle. He said no, but he could arrange a town car. After confirming the price would be double that of a cab, I told him I’d just grab a taxi. He escorted me to the taxi queue and helped the driver put my luggage into the trunk.