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Live With It

22 March, 2010 by James Lawther Leave a Comment

I have a friend who regularly catches a taxi from London to Heathrow and back, twice a week, without fail.

He booked a cab with his normal firm, but on-line for the first time, the other night.  The web site didn’t work.  After processing his booking instead of getting a confirmation he got a broken link.  He tried their customer service e-mail, but got another broken link.  He gave up and called another firm.

Needless to say in the morning two cabs turned up and “Broken Link Cabs” got turned away.

They got turned away to the tune of £4,000 every year.  Just because of a broken link.

I bet the taxi firm know that their link is broken.  They know what doesn’t work, it is only a little thing, they just live with it.

What do you live with?

Photo by James Toose on Unsplash

Filed Under: Blog, Operations Analysis Tagged With: continuous improvement, poor service, purpose, revenue generation, video

About the Author

James Lawther
James Lawther

James Lawther is a middle-aged, middle manager.

To reach this highly elevated position he has worked in numerous industries, from supermarket retailing to tax collecting.  He has had several operational roles, including running the night shift in a frozen pea packing factory and carrying out operational research for a credit card company.

As you can see from his C.V. he has either a wealth of experience or is incapable of holding down a job.  If the latter is true this post isn’t worth a minute of your attention.

Unfortunately, the only way to find out is to read it and decide for yourself.

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