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MOTIVASI
TUNJUK ARAH (SIGNNAGE) DAN KEPENTINGANNYA
| Kategori | : | MOTIVASI |
Apabila anda kesesuatu tempat yang baru ,yang belum pernah anda kunjungi tentunya anda amat memerlukan tunjuk arah atau 'signage' yang jelas. Perkara ini kadang dipandang remeh bagi mereka yang belum terkena, Mari kita lihat pengalaman seseorang berkaitan perkara ini supaya kita lebih peka terhadap perkara ini kerana ini merupakan tugas kita di JKR.
The other day, I had to visit a friend in a prominent hospital in Petaling Jaya. I drove there and from the start had problems. Firstly the sign posting was almost non-existent and hence I was ‘blind’ in relation to finding the formal parking area. After three rounds of the hospital, I only found it after asking for directions. When I finally found a car park, as is usual with me, I took out my mobile to take a picture of the actual parking lot. There was none. The walk to the actual ward of my friend was a nightmare. In spite of me asking for directions, I took about twenty minutes to go from the car park to the actual ward.
I must admit I was a little frustrated and was thinking, why the management could not make the sign posting better. This experience is however not isolated. I am sure many of you have had similar experiences like parking in a low basement of a car park for example and then having problems trying to find a lift or way to go to the lobby of the building. All because the sign posting was non-existent or very bad. This is not only bad from a customer service aspect but also from a security perspective.
I ask myself as to why these types of problems exist. My view is that no one in management actually bothers. In the case of the hospital, like in other places, the staff who work there will be very familiar with the layout of the place and hence ‘see no need’ for clear sign posting. After all they only get ‘lost’ for two days and then everything becomes familiar to them. It is people like you and me who need this sign posting, and sadly we were not considered ‘important’ in the overall context of things. This is a sad but true situation in many organizations. They do not put themselves in the shoes of their customers and hence do not realize or see the inherent and existing problems.
My advice is to ‘test’ your sign posting system. Some ways to do this are as follows:
a. Get feedback from your customers and importantly, take action on their concerns. What is obvious to you may not necessarily be obvious to them.
b. Audit your system by asking people who have never come to your company to go through the system.
c. Assume all your customers are dummies (and I mean this seriously). If a dummy can find his/her way from point to point, then that would be a good indicator that your system is good.
d. Make your signs, LARGE, VISUAL AND CLEAR!
The above will most certainly assist in getting people to where they want to go to with minimum fuss. You save their time, effort, petrol and yes, most certainly reduce their stress. Isn’t that what basic customer service is all about?- Herald Singh
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Tarikh terakhir kemaskini: 18-09-2013
Terma Penggunaan | Polisi Privasi | Notis Perundangan | Maklumbalas | Peta LamanTarikh terakhir kemaskini: 18-09-2013