An Interesting Story- Everybody should read
An Interesting Story- Everybody should read
Never underestimate your Clients' complaints, no matter how funny they might
seem!
This is a real story that happened between a customer of General Motors and its
Customer-Care Executive. Pls read on.....
A complaint was received by the Pontiac Division of General Motors.
"This is the second time I have written to you, and I don't blame you for
not answering me, because I sounded crazy, but it is a fact that we have a
tradition in our family of having ice-cream for dessert after dinner each
night, but the kind of ice cream varies. Every night, after we've eaten, the
whole family votes on which kind of ice cream we should have, and I drive down
to the store to get it. It's also a fact that I recently purchased a new Pontiac and since then my
trips to the store have created a problem..... .
You see, every time I buy a vanilla ice-cream, when I start back
from the store my car won't start. If I get any other kind of ice-cream, the
car starts just fine. I want you to know I'm serious about this question, no
matter how silly it sounds. What is there about a Pontiac that makes it not start when I get
vanilla ice-cream and easy to start whenever I get any other kind?"
The Pontiac President was understandably skeptical about the letter, but sent
an Engineer to check it out anyway.
The latter was surprised to be greeted by a successful, obviously well-educated
man in a fine neighborhood. He had arranged to meet the man just after dinner
time, so the two hopped into the car and drove to the ice-cream store. It was
vanilla ice-cream that night and, sure enough, after they came back to the car,
it wouldn't start. The Engineer returned for three more nights. The first
night, they got chocolate. The car started. The second night, he got
strawberry. The car started. The third night he ordered vanilla. The car failed
to start.
Now the Engineer, being a logical man, refused to believe that this man's car
was allergic to vanilla ice-cream. He arranged, therefore, to continue his
visits for as long as it took to solve the problem. And toward this end he
began to take notes: He jotted down all sorts of data: Time of day, type of gas
used, time to drive back and forth etc.
In a short time, he had a clue: The man took less time to buy vanilla than any
other flavor. Why? The answer was in the layout of the store. Vanilla, being
the most popular flavor, was in a separate case at the front of the store for
quick pickup. All the other flavors were kept in the back of the store at a different
counter where it took considerably longer to check out the flavor.
Now, the question for the Engineer was why the car wouldn't start when it took
less time. Eureka
- Time was now the problem - not the vanilla ice-cream!!! !
The engineer quickly came up with the answer: "Vapor Lock".
It was happening every night; but the extra time taken to get the other flavors
allowed the engine to cool down sufficiently to start. When the man got
vanilla, the engine was still too hot for the Vapor Lock to dissipate.
Even crazy-looking problems are sometimes real and all problems seem to be
simple only when we find the solution, with cool thinking.
Don't just say it is " IMPOSSIBLE" without putting a sincere effort...
Observe the word "IMPOSSIBLE" carefully...
Looking closer, you will see, " I'M POSSIBLE"...
