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So many things to do, so many books to read, so
much to study, so much you want to accomplish-and
so little time!
You've heard the joke. "I try to take one day at a
time, but lately several days have attacked at once."
Sometimes, that's how it feels if you don't practice
proper time management. There's so much to do and
you're already burning the candle at both ends, yet
you never seem to finish everything you set out to
do, everything you need to do.
The Spanish have a proverb that says, "Time is short,
but wide." That means we all have the same twenty-
four hours each day; it's what we do with it that
matters. So what do you do when there's so much
demanding your attention and seemingly not enough
time to get it all done?
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We are human, so we all make mistakes. Which of us
didn't make a mistake last year? We know that we
make mistakes, and when that happens in business
on a regular basis, we are likely to get complaints.
The first thing we need to understand about
complaints is that they are not bad things.
Business: Can I help you sir?
Customer: I'd like to complain. Business: Certainly, Sir. Would you like the standard ten minute complaint or do you want to go for the full half hour? Apologies to Monty Python for the above.
The statistics seem to be as follows:
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LEXINGTON, Ky. - When customers pull up to the
drive-through at two Lexington, Ky., Wendy's
locations, the friendly voice asking "May I take your
order please?" isn't coming from inside the restaurant.
It's coming from a call center.
Miami Management, which owns 16 Wendy's
restaurants in central Kentucky, is one of a handful
of fast-food businesses around the country
experimenting with call centers as a way to improve
drive-through service.
Miami Management is testing the concept at the
Winchester Road restaurant in Lexington and the
Keeneland Drive location in Richmond.
"We're trying to make it a much better experience for
the customer," Brian Fields, director of operations for
Miami Management, said during the noontime rush
earlier this week.
He said the system improves accuracy, speed and
courtesy.
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CallCenterCafe.com
email:
staff@callcentercafe.com
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