Entries "My entries":
Sunday, 27 November, 2005
This is a real story that happened between the customer of General Motors and its Customer-Care Executive
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 we have Ice-Cream for dessert after
dinner each night. But the kind of ice cream varies so, 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 dinnertime, 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 uses, 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: "vapour 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 vapour lock to
dissipate.
Remember:
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 its "IMPOSSIBLE" without putting a sincere effort...
Observe the word "IMPOSSIBLE" carefully... Looking closer you will
see, "I'M POSSIBLE"...
What really matters is your attitude and your perception.
»5:29 AM »Write comment »Send entry
Posted by: mitesh
Sunday, 27 November, 2005
This is a real story that happened between the customer of General Motors and its Customer-Care Executive
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 we have Ice-Cream for dessert after
dinner each night. But the kind of ice cream varies so, 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 dinnertime, 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 uses, 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: "vapour 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 vapour lock to
dissipate.
Remember:
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 its "IMPOSSIBLE" without putting a sincere effort...
Observe the word "IMPOSSIBLE" carefully... Looking closer you will
see, "I'M POSSIBLE"...
What really matters is your attitude and your perception.
»5:29 AM »Write comment »Send entry
Posted by: mitesh
