Rehabilitating the DMV
~1 minute read~
I celebrated my 30th birthday recently, and in addition to coming to grips with that fact, my driver's license expired. So after a few days of rending garments and gnashing teeth, I had psyched myself up enough to head down to the DMV.
Morning seemed like the best time to stop by, so I dropped in about 9 am and there were already at least a dozen people in the waiting section and another handful in line to speak with the guy at the front desk. 'This is shaping up wonderfully', I thought sarcastically to myself.
I hopped in line, prepared to wait - when next to me I noticed a couple of iPad kiosks with a sign above them reading 'License Renewal'. I was suspicious, since my license had totally expired, and I was sure that there would be extra steps.
But I was wrong. In less than 5 minutes, I had finished updating my information and had a seat to wait. Less than 5 minutes after that, the guy up front called me up, asked me to sit for a picture, gave me a comment card, and got me a temporary license. All told, I was done in about 15 minutes. On top of that, at least two employees said 'Good morning, Sir' while I was waiting.
I was blown away. I had gone in expecting to be frustrated and waste a bunch of time, but received the exact opposite instead. Compared to many companies, an iPad kiosk and a 'Good morning, Sir' are lightyears behind, but it is a huge step forward for an agency that literally embodies the stereotype of inefficiency and rudeness.
So here's the take away for your company: your customers notice very small changes that make their lives easier, and will reward you accordingly. Change doesn't have to be huge to be noticeable and appreciated - small changes generally work great. You will be rewarded with more loyalty, happier customers, and greater goodwill.
We are experts in small changes that make a huge difference - connect with us today to get started. And that's your Tuesday quick thought.