This page contains a Flash digital edition of a book.
Bad Customer Service STEP9: Keep your garage’s internal circulation signs as con-


fusing as possible. Signs that are MIA(missing in action) are even better, as they really come in handy when they’re not at decision points arrived at from previous signs. Also calms traffic by omis- sion of information, as drivers will be forced to drive slower (even if they have to drive extra). STEP10: Be sure to post any


“ramp closed” sign as close to the ramp as possible, never at the head of an aisle or at a point where a fruitless turn can be avoided. And be sure the sign is as small as possible, and hand written (illegi- bly, if possible). STEP11: Pay attention here, as this one’s closely related to 9


and 10 above. If by some fluke you have an electronic space counting system, be sure as many of the displays as possible are located behind the wayfinding signs that aren’t missing. STEP12: Never, ever, get out of your office and regularly


While the list can be read from the top down, you can also read it from the bottom up. Either way is fine, given the topic.


walk through your facilities, talk to your people, address their concerns; and whenever possible, avoid staying on top of your operator’s and vendor’s performance versus contract terms. In fact, the vaguer the language in your housekeeping, maintenance and operations contracts, the bet- ter! It’s a sure-fire way to achieve Steps 1 through 11, so you and your folks won’t be bothered by a lot of customers using your facility or daring to speak with attendants, cashiers or managers. They’ve got to turn in those requisition forms, you know. The above steps were culled from actual parking experiences.


Locations classified to protect the guilty.


Joseph P. Sciulli, is Vice President and Senior Operations Consultant, CHANCE Management Advisors, Inc. He can be reached at joseph.sciulli@chancemanagment.com


PT


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