Are you planning for the customer or for your self?
Last week there had to be
a maintenance call for my central heating. They did send me a time
and date which didn't suit me, so I called them for another date. The
only choice you have is between the morning or the afternoon. They
said that they could not be any more specific. This means that you
have to wait from 8am to 1pm or from 1pm to 6pm. You can't even use
the bathroom in that timeframe as the person might be arriving then.
This maintenance call can
be timed in minutes, as every cv in our neighborhood is the same. So,
they can plan every call with an accuracy of 15 minutes. This means
that they can easily tell me when the maintenance guy will be
visiting my address.
It is clear that they are
planning for themselves only and that there is disrespect for the
customers. They simply don't care that you have to be at home and be
available all morning or all afternoon.
While on the other hand it
is quite easy to make a planning which serves both the customer and
their own processes.
Who is the target of your
planning?
GROW
YOUR PEOPLE, GROW YOUR BUSINESS!