(c) 2014 Trina Lambert
Once upon a time a decade or two ago, I believed the tales told to me in business school. Perhaps they weren’t tales before some of the financial ravages occurred that changed how we do business. But those were days before right-sizing and outsourcing and all those great buzz words that might help the bottom line—and I’m sticking with “might” because I believe in a bottom line that reflects more than the latest quarter, but one that also looks to future earnings and growing customer goodwill—were quite so prominent.
Basically, I fell for operations management, not because I am some mathematical wizard who can analytically detail the best way to manufacture a product or provide a service, but because I believe the human decisions about the whys behind a process make a difference in how well an entity serves various stakeholders.
And part of the whys should be having a plan for how that entity responds when the goods are not delivered as promised or when promised or whatever. The manner in which a website is designed or a phone tree is built indicates something of the sort of service that is most valued by the organization. Resources, especially when limited, tend to get allocated toward what matters most.
When I access a website or a phone tree and note that my particular concern isn’t prominent, then either my current difficulty is not common or it isn’t considered as important as other problems to the organization.
This is where I find myself this week. Does a company so famous for its delivery systems not often have a problem with delivering packages to the wrong homes or does it focus more on resolving problems for the businesses that procure its services? Even though I pay the shipping fee to the original business, it’s that business that chooses which shipping provider to use—for all its shipping needs. They are the bigger stakeholder.
Of all the FAQs listed on the website, there is not one that says: Tracking says a package was delivered but the package was not received. Not sure if the “How do I determine what address my package was delivered to?” instructions work since it is their records available to me that show it was delivered to my address.
After a couple days of calling back and forth to the local hub for our neighborhood’s deliveries while waiting for the driver to tell the office if she recognized my house, I have found out she did not. Then I was told to call the original shipper to have them file the claim.
In my perfect little fairy tale world, this isn’t my responsibility. The company, recognizing that it has likely made a delivery to the wrong address, then takes charge of the mistake and does the legwork for me. The company facilitates this because it wants the problem corrected for me, the individual stakeholder, as well as for the larger stakeholder that is the business that chooses to send its deliveries to me and all its other customers through this particular shipper.
Beyond that, the company also tries to understand if something in the process led to the mistake in the first place in order to make changes that will reduce future errors. Plus, perhaps said company realizes that making the initial contact more customer-friendly and efficient in the face of delivery difficulties will improve the experience for all stakeholders—including its own employees and the productive and cost-effective use of their time—which in the end improves that ever important bottom line.
And then we would all live happily ever after.
As it stands, I left a phone message with the original business that sent out my package in good faith last week through the shipper. Any sweet dreams I expected from using the ordered little pillow to better position my oh-so-sensitive “princess and the pea” back for restful sleep will have to wait. If I were really living in a fairy tale, then all these challenges would simply be part of my hero’s journey to reach the happy ending.
Since I no longer believe in such tales, I’ll just say that this whole saga is not an example of best practices—for any of the stakeholders.
But there’s more after all! In between writing and editing this piece, the doorbell rang. A man I did not recognize was standing there with my package. When he told me it was mine, I had to ask where he lives—inquiring minds want to know how all this really happened. His house is on the 3500 block while ours is on the 3800 block—no wonder I didn’t know him by sight. (And, yes, the correct address was marked on the box twice.)
So while what I said about businesses still stands, it turns out that sometimes you can depend on the kindness of strangers. In a world of people busy not taking enough responsibility for their actions, there are always those who take on more responsibility than is their due. As so often happens, just when my experiences seem to indicate that believing in others belongs in a mythical tale, then something happens that reminds me that there are plenty of people (and entities) living out the hero’s journey every day—in both big and small ways.
Don’t know if my pillow will be the magical solution for which I sought, but I’ll rest easier having remembered that some tales are true—which makes for a much happier ending for this particular tale.