Tuesday, March 14, 2017

LEAN Cell Phone

My iPhone
Lean, in it's very simplest terms, is a laser-like focus on your customer. My customer might be someone who needs someone to give their hard earned money to, or my customer might be someone I hand my work to, or my customer might be people who I'm responsible for developing, aka employees.

Lean is also about figuring out ways to delight, not satisfy those customers. We lean zealots understand that satisfying is just not good enough. Perfect quality? Expected. On-time delivery? A given. Fast answers to my questions?  Check. Remember the words of wise sage Chris Rock: "you don't get a cookie for doing #$%^ you're supposed to do!"

Which brings me to my cell phone. More and more, our customer's favorite way of contacting us is through a device that didn't really exist 25 years ago, the 2nd generation digital cellular phone. Tons of people I know are even deep sixing their "house phones". When people call me, a lean guy, they are expecting the absolute shortest cycle time possible between the time they dial me to the time they get their question answered.

After you take your phone out of it's box, it comes with what I call a "6 feet under" pre-recorded voice mail prompt, that goes something like this "Verizon customer (Bill) is not available. Please leave a message after the tone (beeeep)." I call this the 6 feet under message because you can literally have this in your pocket after your funeral, and your customer wouldn't know the difference.

So being a bit more advanced, I recorded my own version of the 6 feet under message. "Hi this is Bill, sorry I missed your call, please leave a message and I'll call you back as soon as possible." The message tells your customer that whatever you happen to be doing is more important right now than their pesky problem/question/crisis.

Then it hit me. If you think you're so lean, why not reflect you're intention of delighting your customer with a really lean message?  It goes like this: "Hi, this is Bill Greider, today is Tuesday, March 14th, I'm sorry I missed your call. Please leave a message and I'll call you back within one hour." OK, now I've created what we lean professionals call a "JIT condition".  It's really interesting how that message increases my sense of urgency to check my phone even when I'm on someone's plant floor, or teaching a class, or in my garden or fixing my sink or giving my dog a bath. My goal is also to always pick up my customers before the 4th ring so my customer doesn't have to wait at all.

It also forces me to change my message every single day, and occasionally it forces me to apologize to my customer when I miss the hour. Don't forget one of the definitions of "respect for people" is "to not trouble your customer and do not make them wait!"


17 comments:

  1. As Internet has turned out to be one of the fundamental necessities and is available in each family unit has made the Voip telephone utilities very cost effective. DCS Telecom

    ReplyDelete
  2. Wonderful illustrated information. I thank you about that. No doubt it will be very useful for my future projects. Would like to see some other posts on the same subject!chip wilson

    ReplyDelete
  3. The more of application development in the mobile phones has extended the usage of the mobile phones to a lot more things rather than just a verbal communication. nokia 3 5 6 review

    ReplyDelete
  4. This can mean that in order to get the phone that you want, you will have to be locked into a long term, expensive contract and maybe not even with the carrier that you want. Instead, today there are options to get any phone to work with any service simply by unlocking them. Buy Used Verizon Cell Phones

    ReplyDelete
  5. This blog has left its audience completely spell bound.
    Dresden Wohnungen

    ReplyDelete
  6. Easy of connections- Whether it is a client calling in or even an associate, with the modern phone systems that are available now, no phone goes unanswered http://0800-company.com

    ReplyDelete
  7. What could fill somebody's heart with joy other than perusing such delightfully made blog, for example, this.
    Dissertation Writing Help

    ReplyDelete
  8. A very stylistic way of writing, creating effects especially in language and literature.
    essaywriters

    ReplyDelete
  9. In the wake of perusing this, only one things to state. Out of this world.
    Joseph Hayon

    ReplyDelete
  10. Embracing our gifts will help us to develop a business idea that we LOVE and feel absolute passion towards. It will also be one of the secret ingredients to making our business thrive and bring in the money. Power of Attorney

    ReplyDelete
  11. A blend wit and momentous words. Exactly what I was looking for.
    Dissertation Examples

    ReplyDelete
  12. I was reading some of your content on this website and I conceive this internet site is really informative ! Keep on putting up. auto repair service in avebury

    ReplyDelete
  13. We are really grateful for your blog post. You will find a lot of approaches after visiting your post. I was exactly searching for. Thanks for such post and please keep it up. Great work. siem

    ReplyDelete
  14. Articles sush as this one is very interesting. I hope you will write more about Cell Phone. Thank you for sharing this useful information with us!
    UK Paper Writing Service

    ReplyDelete
  15. RECORD LABEL This is such a great resource that you are providing and you give it away for free. I love seeing blog that understand the value of providing a quality resource for free.

    ReplyDelete
  16. blockchain Going to graduate school was a positive decision for me. I enjoyed the coursework, the presentations, the fellow students, and the professors. And since my company reimbursed 100% of the tuition, the only cost that I had to pay on my own was for books and supplies. Otherwise, I received a free master’s degree. All that I had to invest was my time.

    ReplyDelete
  17. Pubg Aimbot I wish more writers of this sort of substance would take the time you did to explore and compose so well. I am exceptionally awed with your vision and knowledge.

    ReplyDelete