Do you complete the process?

Sweet Temptations
Creative Commons License photo credit: williamcho

I like that Amazon lets me prod a publisher into Kindle-ing a book.

The only problem with starting a process like the “request this book on Kindle” thing is that many businesses fail to finish what they started.

For example, does Amazon notify me when the Kindle version becomes available and email me a link to purchase that version? I have no idea.

Wouldn’t that be the ideal conclusion?

I’m not sure if they do this or not, but I’ve never received a notification. Would seem a bit odd that none of the books I’ve prodded them about have been Kindle’d but it’s possible.

Amazon also doesn’t ask me if I want to automatically purchase the Kindle version when/if it comes out.

Coffee?

It isn’t just tech businesses that get into this kind of trouble with processes. Non-technical businesses do too.

On Sunday, my wife and I went out for dinner after a long day of working around the house. We decided to go to a new restaurant in town that we hadn’t yet visited.

A few moments after dropping off our food, the wait staffer asked how the food was, without seeming to break stride as she passed our table. I hadn’t had time to take a bite and didn’t get a chance to reply before she was gone.

Having a checklist for your process is ok. Not having proper timing for each step is not.

At the end of the meal, we weren’t asked if we wanted coffee or dessert. Usually we don’t. On this night, we were ready and this was the sort of place where you expect to be asked.

We bailed out and went to another restaurant. There, we were told that dessert isn’t on the menu but they just happened to have a few things to choose from and he reeled off the items they had.

He got a better tip for 2 coffees and a dessert.

4 thoughts on “Do you complete the process?”

  1. If the first impression is critical then the last impression is equally important, because all good customers service is a start to finish proposition. The biggest challenge, though, is to never forget the middle part!

    In business there is nothing better than the feeling of knowing you’ve made a client happy, strengthened that relationship, added more momentum, and made your business stronger.
    .-= Tim Danyo´s last blog ..Audience Building Part 2- Staying Tuned In =-.

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