Red Tape? – Not Here


Some years in the past, I needed to go to the Singapore Immigration and Customs Authority to obtain my PR stamp in my German passport. The course of was fairly quick and the service very good. I used to be about to go away the constructing after I noticed a signboard which marketed “Get your Access Card now”. Since it appears to be a style to have a card for nearly the whole lot I ended on the signboard and skim the superb print. My conclusion was: “If you journey rather a lot you can also make your life simpler with an Access Card.” I rotated to ask a pleasant officer for the Access Card counter.

Arriving on the second flooring, I approached the counter. “Good afternoon, Sir. How can I allow you to?” After I had defined my curiosity within the card the woman behind the counter requested me with a smile: “Do you may have your passport?” “Yes” “A passport {photograph}?” “Yes” “Some cash?” “Yes” “Your thumb?” “Yes” “Then we are able to proceed.” Being accustomed to typical authorities processes I envision receiving my utility type and being requested to fill it in, then submitting it and coming again a number of weeks later to choose up my Access Card. I used to be beneath no phantasm that this course of would take lower than a month.

The first shock: this good woman on the counter didn’t ask me to fill in an utility type. She did it for me! I can’t recall any encounter with a German authorities clerk who would have completed this. After signing my utility type she requested me to sit down. About quarter-hour later, she known as me again to the counter – presenting my plastic Access Card with chip and my {photograph} on high: “Sir, that is your Access Card. Please strive on the simulator over there whether or not it really works.” I attempted. It labored – after all.

I couldn’t imagine what I had simply skilled. Between not realizing that an Access Card exists till holding my private card in my palms – with programmed chip embedded and {photograph} printed in plastic – cross lower than half-hour in Singapore. Impossible! Unbelievable! This is what I name Process Excellence for Customer Satisfaction, or higher: Customer Delight. I’d not even count on this sort of efficiency from a non-public firm, not to mention a authorities company.
Thank you, ICA!

Only excellent services or products are capable of get prospects noticing your organization, speaking about it and recommending it to their enterprise companions and buddies. Delivering what prospects request just isn’t sufficient. Customers wouldn’t ask for an Access Card delivered inside half-hour as a result of – for many of them – that is past their wildest desires because it was for me. This type of resolution wants a artistic mindset and an progressive organisation. Keep in thoughts: Impossible is nothing.

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