Why make me wait

Yesterday morning I dropped off the car for some planned repairs. The queue at the service desk was short and they saw me quickly (great! I was on my way to work and in a rush)… but then it took them half an hour to give me the curtesy car. During this time, I was watching them having started work on my car already.So what’s the problem? You’re blatently showing that your time and efficiency is more important than that of your customer. There is no need to keep your customer waiting around all this time. It’s good that you are efficient (the customer gets the overall service done quickly) but the touchpoint here requires the customer to be in and out as quickly as possible.Takeaways:It’s not just the final service that counts, it’s all the touchpoints with your customer along the way and will make them come back. The whole product is the whole service experience.