I was reminded of the importance of communication yesterday. A service technician arrived with a part to fix a different machine. The Service desk had confirmed with us the make and model – but somehow the information was lost in translation to dispatch. The technician mentioned he had been asked to return to the shop to get the part – for the wrong machine.
The time for one missed relay of information is hours, wasting time for the technician, dispatch and us.
What checks do you have in place to make sure you are not squandering your customer’s time? Are there systems for capturing and checking critical information? Little mistakes can add up. Ensure your customer’s don’t have a reason to look elsewhere.