An Interesting Story
Never underestimate your Clients' complaints, no matter how funny they might seem!
This is a real story that happened between a customer of General Motors and its Customer-Care Executive. Pls read on.....
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 of having ice-cream for dessert after dinner each night, but the kind of ice cream varies. 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
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
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 dinner time, 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 used, 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.
The engineer quickly came up with the answer: "Vapor 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 Vapor Lock to dissipate.
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 it is " IMPOSSIBLE" without putting a sincere effort.
Observe the word "IMPOSSIBLE" carefully.
Looking closer, you will see, " I'M POSSIBLE".
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