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Saturday, 26 July 2008
 
 

Who's in Control of Your Customer Service?

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Who's in Control of Your Customer Service?

In the 1960's, when the fast food industry was brand new, most restaurants had a wall between the order counter and the kitchen. Customers didn't know how their food was being prepared or how long it would take (or if it had been pre-prepared and resting under heat lamps awaiting an order). In the seventies, some restaurants took down the wall so that customers could see who was preparing their food, how it was being prepared and about how long it would take. This gave customers psychological control of the "order-to-delivery" process by making it visible: if customers wished, they could see the process and thereby be mentally involved in it every step of the way. This gave them the feeling of control without actually being in control of the process.
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