Shep Hyken\'s Customer Service Blog

Posts tagged "problem solving"

The other day I was driving by a Chick-fil-A restaurant at lunchtime. I was blown away by how many people were in the drive-through lane. There had to be at least 20 cars. I thought to myself, “That’s a long line. You really have to love Chick-fil-A to brave that line at lunchtime.”

Then I noticed they had four people on the lot taking orders from the people in the drive-through. They eliminated the problem. The cars were moving through the line at a pretty good speed. Actually, they moved faster than the traffic I was sitting in on the main street. Brilliant thinking… just because you’re in the drive-through lane, doesn’t mean you have wait to get to the front of the line to order. Continue reading

Winter travel can be stressful with the concern of weather-related delays and cancellations. On a recent trip that had a connecting flight, I was notified the night before that my first flight was going to be delayed, which made me worry about missing my connection. I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do. Even though the flight was later, I would still arrive in time for my meeting. The customer service agent was happy to accommodate my request. Continue reading

You may have heard the expression, “Win the battle and lose the war.” This happens quite often in the business world. It can be in just about any area of a business; sales, service, HR, etc. Too many times management creates a policy or makes a decision, which is a short-term win, but ultimately causes problems down the road. That is known as tactical thinking. The opposite is strategic thinking, which takes the future into consideration. Successful businesses use strategic thinking when making important decisions.  They consider short-term gains and losses, but focus on the bigger picture – the future.  For example… Continue reading