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New England Lean Consulting
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The "Lean Guy" in Continuous Improvement Management Consulting
The "Lean Guy" in Continuous Improvement Management Consulting

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http://www.newenglandleanconsulting.com/lean-customer-service/

Customers can be tough, but the good ones help us become better. How we choose to deal with them is up to us. Take United, for example. Dragging a passenger ff Flight 3411, giving him a concussion and a broken nose probably isn’t the best public relations move, and it certainly isn’t the right thing to do for the customer. It wasn’t his fault that the airline overbooked the flight, and he certainly wasn’t creating a problem for other passengers that necessitated a removal. All he was doing was sitting in the seat he had paid for. In this case, the process failed, and United needs to take a long, hard look at how such a thing could have happened. The damage done to the brand certainly far exceeds the $900 they’d offered for folks to give up their seats prior to 4 passengers being randomly chosen for removal.

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New blog post: #Muffingate http://www.newenglandleanconsulting.com/muffingate-lean/

The story goes like this: our friend went to a local coffee chain to buy a muffin. Simple enough, right? However, upon ordering at the drive-thru, she was asked if she was “my regular… muffin lady?” Somewhat taken aback, our friend replied, “No”, since she only goes to this place 1-2x/month. “Oh”, the voice came back “then I can’t sell you that muffin. We only have one left and were holding it for her.”

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Paul Critchley "The Lean Guy" expert of New England Lean Consulting based in Ellington, CT, helped high school students engage in #STEM at EASTEC, New England's premier manufacturing exposition!
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Paul Critchley of New England Lean Consulting (The "Lean Guy") drew the largest crowd at EASTEC for his presentation on Setup Reduction.
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