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WORDS OF WISDOM
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Debugging a service process is best done by the team members responsible for the process.
-Donna Long
Focus 90% of your time on solutions and only 10% of your time on problems.
-Anthony J. D'Angel
The man who has no problems to solve is out of the game.
-Elbert Hubbard |
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DISNEY DEBUGS SERVICE PROCESSES
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One of the things I love about my Disney background is the lessons learned about exceptional customer service. With the potential of several hundred thousand guests on property at any given time, Disney has lots of experience creating service processes, as well as debugging them.
For example, Disney has a sophisticated process of numbering and naming the many parking lots on property, as well as informing guests of where they have parked. As a matter of fact, the tram drivers who shuttle guests to the parks remind guests numerous times of their parking location.
It's not uncommon, however, for guests to leave one of the parks and have no clue where they have parked. To debug this process, employees began recording the guest pickup times for each section of each parking lot. Since the parking lots are filled in order, this process is fairly simple. Those lists are made available to all parking lot hosts and hostesses as a way to assist guests who can't find their vehicles. All they have to do is tell the Disney worker about what time they arrived and the worker can help them locate their vehicle. The guests are quite impressed and their Disney experience ends in a positive way instead of with frustration. |
TIPS FOR DEBUGGING YOUR SERVICE PROCESSES
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Every organization has service processes that aren't exactly flawless. Like my Disney example above, it's our job to debug these processes and/or help our customers and guests navigate through them. Here are some considerations for debugging service processes:
- Identify issues that arise on a regular basis. (Like the lost car scenario.)
- Allow employees who are involved with that process to brainstorm possible solutions for the debugging. (In the Disney example, it was the tram drivers and parking lot hosts/hostesses.)
- Discuss each possible solution allowing people to expand on the ideas.
- Vote to identify the most viable solutions, considering time, resources, and impact to your internal and external customers or guests.
- "Test drive" several of the ideas and document the results.
- Decide on the debugging process that works best.
Don't forget to allow your employees to own as much of this process as possible. You get the value of their expertise and in the process boost team spirit! |
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CAPITALIZING ON TEAM TALENTS
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Click this link to learn more about the insightful program, Capitalizing on Team Talents. The goal of this program is to help you create an engaged, high- functioning team. It includes a team profile, facilitator’s kit and participant guide.
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