Customer Service provides Value

Have you ever experienced excellent customer service? I define the goal of customer service as "Making it right for the customer." Yesterday, I had a great experience with Pricepoint.com. I had received a Sette Heart Rate Monitor as a gift which was direct shipped from Pricepoint earlier this spring. After having to replace the battery several times (I diagnosed the problem as a faulty battery cover), I called to find out if there were previously reported problems with this model or it's battery cover. The gentlemen from customer service quickly located my order having only my name and shipping address. He then stated, "Then what you need is a new chest strap, is this correct?" I was amazed that he had listened so well and had identified through my rambling what was needed to make it right. He also asked if the watch (receiver) was working fine or if I thought it needed to be replaced also. After confirming all I needed was the chest strap, he finished the order and let me know that the replacement should arrive on Friday. This transaction took about 7 minutes and I was delighted with being able to resolve this problem so easily. Of note, Pricepoint's slogan is "where price is the point." I have used them in the past because price was the point, but today I learned that customer service is also their forte. "Customerservicepoint.com" would not work as well as a website address. Thank you for creating value for this customer.

Define the Customer to find Value

Just chatted with my wife about applying Lean around the house. She said "We should apply it in the garage." It was difficult for me to take the criticism as my garage is not the place for photos of Lean practices. Mind you, I do have nuts/bolts/screws in bins; magnetic tool holders for point of use storage; clear storage containers to allow simple identification and tool hangers galore. Her point is well taken, though, when I think of her as a customer of "my" garage. I have limited my perception of her use of the garage to merely a parking spot. I did not care to consider the organizational scheme and how it impacted her. Selfishly, I believed myself to be the only customer and therefore should have sole determination of what is valuable in the garage.

Suddenly, I realized I was being just like a famous automaker when he stepped away from everything Lean - "Any color car, as long as it's black." If I believed I was the only customer, I could just do it my way. This myopic view is what gets many Lean programs in trouble. Failure to consider every customer has led to the downfall of many companies, projects and possibly marriages (i.e. not considering the in-laws, not considering the kids, etc.)

I have recently discovered that this is particularly troublesome in the Health care world. With health care providers having to consider, the patient, the drug companies, the insurance companies and the government; it is amazing that they are able to stay in practice. Doctors and other health care professionals often face conflicting customer demands - the patient needs this treatment, the patient wants that treatment, the insurance company will pay for neither and the government has not yet approved the other treatment. What can we do? I believe the best option is to re-focus on the real goal of health care - improving the health of the patient.

When trying to pick the customer to define value, look to the overall goal and understand that at times we must balance the needs of many customers. Soon, I will be incorporating my wife's values in the organization of our garage.

Value and Bicycling

I have finally found a form of exercise that I enjoy. Here is the value bicycling has added to my life:

1. Spend time with family and friends

2. Lost weight

3. Seen lots of great scenery in Michigan.

4. Inspired me to raise money for JDRF

5. Met many new friends.

Little did I know what a great time I would have riding a bicycle again. Of course, bicycles have changed since the early days of my "Buzz Bike" from Western Auto and my first "All Steel" 10-speed from Sears. Fiberglass, alloy, and egg-beater pedals are a few of the changes that have been made. I must also admit that those silly spandex shorts have also become my friend. After 8 hours on a bicycle, not having your bottom hurt is a real treat. This fall I head to Killington, VT to ride 100 miles with a group of friends from West Michigan JDRF (more than 40 riders) and we will join about 350 other riders to enjoy the Vermont scenery and raise money for a wonderful cause - curing type one diabetes.

I would pay for this experience and therefore it meets my criteria for adding value. Thankfully, I have tremendous support from my friends, family and community which have helped me raise over $4100.00 to fund research for finding a cure. So far, bicycling has been safe (obey the rules of the road); increased the quality of my life (healthier and more appreciative of nature); easily accessible by just grabbing and going (delivery); and cost has been very affordable (after the sticker shock of not buying a bicycle for 20+ years).

I hope you find something that adds value to your life!