it is a true story which is forwarded by my boss to read and understand the meaning of it.
This is a real story that happened between the customer of General
Motors and
its Customer-Care Executive. Pls read on.....
A complaint was received by
the Pontiac Division of General Motors:
This is the second time I have
written to you, and I don't blame you
for not answering me, because I sounded
crazy, but it is a fact that
we have a tradition in our family of Ice-Cream
for dessert after
dinner each night, but the kind of ice cream varies so,
every night,
after we've eaten, the whole family votes on which kind of ice
cream
we should have and I drive down to the store to get it. It's also
a
fact that I recently purchased a new Pontiac and since then my trips
to
the store have created a problem.....
You see, every time I buy a vanilla
ice-cream, when I start back from
the store my car won't start. If I get any
other kind of ice cream,
the car starts just fine. I want you to know I'm
serious about this
question, no matter how silly it sounds "What is there
about a Pontiac
that makes it not start when I get vanilla ice cream, and
easy to
start whenever I get any other kind?" The Pontiac President
was
understandably sceptical about the letter, but sent an Engineer
to
check it out anyway.
The latter was surprised to be greeted by a
successful, obviously well
educated man in a fine neighborhood. He had
arranged to meet the man
just after dinner time, so the two hopped into the
car and drove to
the ice cream store. It was vanilla ice cream that night
and, sure
enough, after they came back to the car, it wouldn't
start.
The Engineer returned for three more nights. The first night, they
got
chocolate. The car started. The second night, he got strawberry.
The
car started. The third night he ordered vanilla. The car failed
to
start.
Now the engineer, being a logical man, refused to believe
that this
man's car was allergic to vanilla ice cream. He arranged,
therefore,
to continue his visits for as long as it took to solve the
problem.
And toward this end he began to take notes: He jotted down all
sorts
of data: time of day, type of gas uses, time to drive back and
forth
etc.
In a short time, he had a clue: the man took less time to
buy vanilla
than any other flavor.. Why? The answer was in the layout of
the
store. Vanilla, being the most popular flavor, was in a separate
case
at the front of the store for quick pickup. All the other flavors
were
kept in the back of the store at a different counter where it
took
considerably longer to check out the flavour.
Now, the question
for the Engineer was why the car wouldn't start when
it took less time.
Eureka - Time was now the problem - not the vanilla
ice cream!!!! The
engineer quickly came up with the answer: "vapour
lock".
It was
happening every night; but the extra time taken to get the
other flavours
allowed the engine to cool down sufficiently to start.
When the man got
vanilla, the engine was still too hot for the vapor
lock to
dissipate.
Even crazy looking problems are sometimes real and all
problems seem
to be simple only when we find the solution, with cool
thinking.
Don't just say it is " IMPOSSIBLE" without putting a sincere
effort....
Observe the word "IMPOSSIBLE" carefully... .
Looking closer
you will see, "I'M POSSIBLE"...
What really matters is your attitude and
your perception.
This is a real story that happened between the customer of General
Motors and
its Customer-Care Executive. Pls read on.....
A complaint was received by
the Pontiac Division of General Motors:
This is the second time I have
written to you, and I don't blame you
for not answering me, because I sounded
crazy, but it is a fact that
we have a tradition in our family of Ice-Cream
for dessert after
dinner each night, but the kind of ice cream varies so,
every night,
after we've eaten, the whole family votes on which kind of ice
cream
we should have and I drive down to the store to get it. It's also
a
fact that I recently purchased a new Pontiac and since then my trips
to
the store have created a problem.....
You see, every time I buy a vanilla
ice-cream, when I start back from
the store my car won't start. If I get any
other kind of ice cream,
the car starts just fine. I want you to know I'm
serious about this
question, no matter how silly it sounds "What is there
about a Pontiac
that makes it not start when I get vanilla ice cream, and
easy to
start whenever I get any other kind?" The Pontiac President
was
understandably sceptical about the letter, but sent an Engineer
to
check it out anyway.
The latter was surprised to be greeted by a
successful, obviously well
educated man in a fine neighborhood. He had
arranged to meet the man
just after dinner time, so the two hopped into the
car and drove to
the ice cream store. It was vanilla ice cream that night
and, sure
enough, after they came back to the car, it wouldn't
start.
The Engineer returned for three more nights. The first night, they
got
chocolate. The car started. The second night, he got strawberry.
The
car started. The third night he ordered vanilla. The car failed
to
start.
Now the engineer, being a logical man, refused to believe
that this
man's car was allergic to vanilla ice cream. He arranged,
therefore,
to continue his visits for as long as it took to solve the
problem.
And toward this end he began to take notes: He jotted down all
sorts
of data: time of day, type of gas uses, time to drive back and
forth
etc.
In a short time, he had a clue: the man took less time to
buy vanilla
than any other flavor.. Why? The answer was in the layout of
the
store. Vanilla, being the most popular flavor, was in a separate
case
at the front of the store for quick pickup. All the other flavors
were
kept in the back of the store at a different counter where it
took
considerably longer to check out the flavour.
Now, the question
for the Engineer was why the car wouldn't start when
it took less time.
Eureka - Time was now the problem - not the vanilla
ice cream!!!! The
engineer quickly came up with the answer: "vapour
lock".
It was
happening every night; but the extra time taken to get the
other flavours
allowed the engine to cool down sufficiently to start.
When the man got
vanilla, the engine was still too hot for the vapor
lock to
dissipate.
Even crazy looking problems are sometimes real and all
problems seem
to be simple only when we find the solution, with cool
thinking.
Don't just say it is " IMPOSSIBLE" without putting a sincere
effort....
Observe the word "IMPOSSIBLE" carefully... .
Looking closer
you will see, "I'M POSSIBLE"...
What really matters is your attitude and
your perception.
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