12 Mar '12, 5am

My friend Howard on the dead-simple first rule behind redesigning any customer-facing system.

My friend Howard on the dead-simple first rule behind redesigning any customer-facing system.

I just got off a phone call with Daikin Air Conditioning. I’ve been a customer of theirs for many years (around 6, ever since they took over the aircon company that used to maintain my air conditioners). In Singapore it’s a necessity to get air-con maintenance done every 3 or 4 months. If not the air-conditioner starts choking up and becomes inefficient. It also begins to leak water. My service contract expired in December. I didn’t get a call for renewal so I overlooked it and unfortunately this morning woke up to a leaky air conditioner. I called Daikin and they told me my contract had expired. Which is fine, I’m set to renew it and have someone come as soon as possible to fix the air-con. Uh-oh… they say that it will take at least 2 weeks before they can get me a new contract and send someone. I remark that each previous time they just sent a repair guy and I signed the...

Full article: http://talk19.wordpress.com/2012/03/12/systems-and-service/

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