Captain’s log, stardate 20200220
Sent by Jonathan Stark on February 20th, 2020
My son left the dome light on in my wife’s car the other night, so when she came out the next morning the car was stone cold dead.
So I called AAA (well, I used the AAA app which is actually pretty slick) to see if they could come and rectify the situation.
Within 10 minutes, the ÀAA guy arrived at our house.
5 minutes later, it was clear that the 3-year-old battery was completely dead.
Maybe 10 minutes after that, I had a brand new battery installed, the car was starting fine, and the AAA guy was gone.
Would I have valued that interaction more if the AAA guy had spent more time working on our car?
Here’s the thing...
The faster you resolve a client’s problem, the happier they are going to be.
What sense would it make to set yourself up with a business model that rewards you financially for taking longer to solve the client’s issue?
That would be nuts, right?