Technology, Tracking Codes, and Rules May Cause Failure in the Ability to Think

After storm Sandy, our street had trees down, branches and more. We knew we were lucky. We know this could have been a lot worse. A tree sat on our front porch, with roof damage and more. This AM our street was clear of debris for the first time since the storm. We know there are others who still have no power and lost their homes, and we were fortunate. The remaining visible evidence of the event is the front roof, the missing fixtures, the yellow tape and signs to not use the front entrance, and instead use the side entrance for anyone coming by the house.

One strange item we noticed. During the last three weeks with a street packed with trees, parts of trees, and other debris packing curb, after curb, plus a clearly marked front porch, each delivery person from large and recognizable companies decided to walk passed the warning signs. They climb over the yellow warning tape to place their delivery item up by the front door. It was time to act and prevent a potential injury.

The two very large and well known delivery companies, FEDEX and UPS, both have a toll free line to speak with a representative. Once the story was told that this was dangerous and is there a way to note in their files that my address should have deliveries to a side entrance, here is the response from each company, both FEDEX and UPS, “do you have a tracking number so we may resolve your issue”?

In a calm manner we went through the story again two more times. “We cannot do anything to resolve your issue without a tracking number”. They each, both FEDEX and UPS, said this ‘resolve your issue’. My issue! This was about their delivery people and their safety!Does technology, tracking codes and rules cause a failure in the ability to think?

If you remember the old board game ‘Chutes and Ladders’, this is what is missing when you have technology and systems dictating your policy manual. There needs to be a way to escape and work around issues, by either sliding under or climbing over the out of the ordinary situations. If your business has real people as customers and real people who interact with your customers, there will be times and circumstances where the ability to think must be built into the system, built into the training, and become part of the manual. One area for this exception should always be around safety. The other areas would be defined by your business. People need to be able to use their common sense in your business.

Allow for a representative to consider what the situation is from the customer point of view and to determine if this is one of the ‘Chutes and Ladders’ exceptions.

Regardless of the size of your company, when people are able to have a discussion and openly ask the non-scripted questions to obtain more information and determine how to solve a situation, the customers will take notice. You will create raving fans for your business.

Contact Mitch Tublin today to review your business operations and inject common sense where lacking. Mitch will work together with you and your team. The improvements will be dramatic.