Every Day I Have to Disappoint People

Josh on May 27th, 2009

My poor broken iPod. I tried Googling the solution and all of the basic stuff I tried didn’t work. So off to the Apple Store to see if they could help. I get there, and a few of the greeter guys dink around with it a bit, all to no avail. So, they suggest a quick appointment to either a) get it fixed right there in the store, or b) swap it out for a new one since it was under warranty. Bingo! I’m excited to see such quick progress on the problem that I’d put off fixing for a while. Fighting the traffic was worth it – best lunch break ever!

Then came the disappointment – the first appointment available was at something like 8pm. It was 10am.

The best you could do is see me in 10 hours, I thought? I’m here now! When I Twittered my frustration, someone said I would have a shorter wait time at the DMV. Classic. Now, in all fairness I found out from a buddy that Apple has a quite elegant solution for setting up an appointment online so they’ll be ready for you when you walk in. But if you walk in unannounced, good luck. The helpful employee sighs and says, “Yeah, every day I have to disappoint people.” Now, this is not an Apple rant – I’m a big fan. This is about customer service. This is about disappointment. This is about a process that need fixing.

If a customer walks in with a problem and leaves with a problem, THAT is a problem. What process in your youth ministry needs fixing immediately?

JG

rooster at 10:42am May 28

But do we disappoint because expectations are unrealistic? Was you expectation of a quick fix unrealistic when it comes to electronics? Disappointing people everyday is not always a bad thing. What would be a tragedy is “I disappoint God every day.”

It is good to evaluate which process needs fixing, which process is working well and which process should not even be a process, but what if expectations are not as they should be?

I tend to ask more questions than I have answers.

Shawn Monclova at 12:00pm May 28

We are in the process of fixing how our check in/ Role process works. I was very frustrated with my volunteer who seemed to missing all the visitors, and not keeping up with the kids who were missing. Just the other day I realized that my system/process needed fixing, not my volunteer. Now we are working on pulling the net a little tighter with a better process.

I Love Apple….

Rick Nier at 12:23pm May 28

Wow, nice. While I have no ideas for how Apple can improve their customer satisfaction, I know I’m in the midst of trying to improve what we do in our ministry. I find that right now the person most disappointed is…me! I see the more that could be done that others are slow to see.
What if the customer doesn’t realize he has a problem?