Join Jeff Toister for an in-depth discussion in this video What is a quick fix?, part of Quick Fixes for Poor Customer Service.
- The paradox of finding quick fixes to customer service problems is we're often in too big a hurry to see the solutions. Customer service leaders often feel frazzled. They're reacting to issue after issue and don't always have time to catch their breath. It may seem counter-intuitive but we often need to slow down to find quick fixes. Going too fast can cause unintended problems. Let's do a little training experiment so I can show you what I mean. Before we begin, you'll need to get a blank piece of paper like this one, an eight and half by eleven or an A-4 size paper works best.
You may want to pause the video to get the paper first because the next part will go fast. Do you have your piece of paper? Ok, I want you to imagine you're a new hire at the Acme Arts and Crafts Company. I'm going to be your trainer and it's my job to show you how to make our most popular product, product number eight. Now I'm going to simulate what your employees feel like when their leader's pressed for time. For the sake of this exercise, I'm going to ask you to try to follow along with me in real time without pausing the video.
Ready? Ok. The first step is to fold the paper in half. Do this as quickly as possible. Make sure you put a nice crease on the fold. Got it? Alright, next, fold the paper in half again. Now, keep up the pace. We need to move quickly because we don't have a lot of time. Now, fold the paper in half one more time. Keep moving as fast as you can. It's important that you do this quickly. Now this is what it feels like when we're pressed for time. Ok, the next step is to tear off the top corner.
You'll need to rip the corner completely off. It might be a little difficult because the paper is so thick but do it as fast as you can. Now, tear off the bottom corner. Again, keep moving. Do this as quickly as you possibly can. Finally, unfold your paper. We're out of time so wherever you are in the process, stop and unfold it. Ok, we can stop the experiment now. Now, let's see what you came up with. Does it look like the number eight? Now, don't worry if it doesn't. When I do this exercise, typically only a small percentage of people come up with an eight and even then, it's pure luck.
If your paper does look like an eight, try to imagine that at least 75% of the people watching this video will be holding a piece of paper right now that definitely isn't an eight. The real purpose of this exercise was to demonstrate how moving too fast can create a lot of problems. I didn't do a very good job clearly showing you how to make product number eight. But what specifically did I do wrong? Let's see if we can come up with a list of things that made it difficult. I didn't give you an example so you could see what product number eight looked like.
My directions were unclear. Did I want you to fold the paper in half lengthwise or width-wise? And I went way too fast for you to easily keep up. Something similar happens in customer service. We'll either go too fast to see solutions or going fast becomes the root cause of the problem. So keep this paradox of speed in mind as you watch this course. Define quick fixes we often need to slow down.