The PJ (poor joke) above might no longer remain a PJ if banana peel is replaced by a typical problematic situation one encounters in daily routine. The question remains unanswered then: Why do some people find it difficult to act beyond cure? They do think 'Prevention is The Best Cure' though! I was no different from them! But now my journey is gathering speed, hopefully in the direction that the blog is supposed to drive towards. Checkout my other blogs and work at http://www.worldOFkaizen.com/

Wednesday 24 May 2017

Don't Oversell!

Do you know that the automobile dealers earn more by servicing your car than selling it to you?

That's true!

Not only do they earn on labor charges but they also earn double the margin on selling spares that too recurring than selling the car that's one time.

That's why they keep proper record of your last servicing and remind you without fail to get your car serviced.

Last time when I went to repair a dent on my car, the service station promptly told me that the car was not serviced for last two years. That I'd not changed the engine oil nor the brake oil.

I told him that resort to condition based maintenance (CBM) rather than time based maintenance (TBM).

As a TPM (total productive maintenance) practitioner, I knew how to check the condition of the oils rather than blindly change it just for the sake of it based on time or the kilometres run. This is especially true if your car is yet to run the kilometres specified by the manufacturer.

The other day, I got a call from the refrigerator company reminding me to renew the service contract that was going to expire at the end of the month.

I called him for the last service of the previous contract in force since it wasn't cooling adequately. A worker-turned service mechanic arrived. He quickly trained me and my wife on how to optimise the settings: The rotary temperature switch, the diffusers near every shelf as well as inside the deep freezer, etc.

When I told him about my reluctance to change the gasket as told by the earlier mechanic, he demonstrated to me that there wasn't any leakage at all.

In fact he showed that the gasket was a magnetic one: a typical mistake proof (Poka-Yoke) design.

The younger service mechanic who had suggested replacement (saying "बदल डालो") was an employee of the outsourced service contractor. Typically they earn more on spare parts as I said earlier in case of an automobile.

In quality parlance, we call this as overselling!

The worker-turned service mechanic of the manufacturer didn't oversell!

I was impressed, offered some juice to the guy!
No doubt that I renewed the contract at once!
Became the Brand ambassador!

Brand image is built like this!

So next time, you think of servicing, remember this blogpost.

You may lose in the short run if you don't oversell!

But, customer will keep coming back to you!!

You'll win in the long run!!!

1 comment:

  1. A totally free version of Libon is obtainable with free HD calls and text messaging among Lisbon customers, a visual voicemail with greetings customization for up to three distinct contacts or groups of contacts, Text-to-speech functionality, voicemails transcription for Libon speak to messages, iPhone and e-mail notification of missed voicemails received.

    Other options, such as Ooma, a VOIP telephone service, come with call blocking preinstalled. Ooma claims to have blocked far more than 36 million telemarketer and other unwanted calls in the previous two years. And just final week, AT&T introduced a new app Transcription Service Online, which qualified mobile buyers can download and use at no added charge, that filters spam calls. The service, known as Contact Protect, concerns a warning ahead of you pick up a contact from telemarketers, politicians, or debt collectors.

    ReplyDelete