There’s a unique sense of dread we all get even with the most mundane household chores. It may be that the internet goes out or the ice machine inside the refrigerator needs to be replaced. The reality is that the repair may only take 15 minutes to complete, and yet it can feel entirely overwhelming in the moment. Why is that?
To fix your internet, you’ll likely have to set aside an entire afternoon waiting inside the infamous four-hour window for the technician to arrive, without any notice about their current location or delays. You don’t dare risk going to the store across the street as you know without fail this will be the exact moment the technician arrives. And even if it all goes to plan and the technician arrives on time, there’s still the chance they won’t have the right parts to get the job done and will need to come back.
For years, we have accepted this type of service even as other industries out-innovate. For example, we can know exactly when the rideshare driver will arrive, and receive real-time updates on our dinner delivery from computer engineering careers. With consumers expecting this level of transparency from businesses, companies who provide service in the field must rethink operations to improve the customer experience.
No comments:
Post a Comment