Much of the time I purchase my gas at Walmart. Quick, convenient, and I do it without thinking…slide the credit card in, slide it out, follow the prompts on screen, pump the gas. Automatic. But the last 2 times it did not read my card. It got me a little frustrated because I thought something was wrong with my card, as I was following my automatic procedures.
Today it did the same thing. Then I stopped and looked, and there on the pump was a sticker that told me to “leave the card in and then follow the prompts”. A revised process!
It made me think how many times we may revise a process, and then just slap a sticker on it expecting that everyone will read it. (I sure didn’t.)
In this case, it only took me three times to realize a new process was put in place. (I may be slow)
Communication is key to our people and also to our customers especially if processes or policies are changing. # #communication #customerservice #leadership OrbergLD.com
Prime Leadership & Development 