I sent in my Lenovo laptop for service today. The whole process was easy: I called the customer service line yesterday afternoon; the box was overnighted to me with a next day shipping label included; all I had to do was simply to put the laptop in the box and drop it off at the nearest UPS store. In less than 24 hours, the laptop was out of my hands.
Don’t get me wrong here: I am NOT complaining. But this got me thinking a little bit.
You see, if the exact thing had happened 10 years ago, I would be so impressed that I wouldn’t be able to stop talking about it for 2 weeks. 10 years from now? It probably won’t even reach the minimum industry standard.
As for today, it’s hard for me to imagine that Dell, HP or Acer aren’t doing something similar for their laptops. In other words: good, but also average.
I challenge you to take a look at the way your business is being run today: customer service, sales calls, RMA, accounting, shipping, whatever. What used to be excellent 5 years ago is probably just average now.
Don’t ever stop pursuing perfection (even if you will never get there).
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