Sorry About the Wait

By Eduardo J. Estrada

Are you tired of hearing the phrase "Sorry about the wait" from service staff? Do you want to accelerate the time from order to service delivery while also improving customers' experience? If so, then SORRY ABOUT THE WAIT is the book for you.

 

In this practical guide, experienced industrial engineer, Eduardo J. Estrada, shares proven Lean Manufacturing concepts and tools that can be applied to hospitality and small business processes to reduce wait times and enhance customer satisfaction. With a simple and easy-to-follow approach, this book encourages readers to start with the basics and build their way up.

 

Each tool and technique are explained in detail, with examples of how they can be applied. Whether you are a small business owner or a hospitality professional, this book will help you achieve your goals and create a culture of continuous improvement.

 

Some of the key topics covered in this book include:

• Understanding the importance of wait times and customer experience
• Identifying and eliminating waste in your processes
• Streamlining your operations for efficiency
• Implementing visual management and standard work
• Creating a culture of continuous improvement

Don't wait any longer to improve your business operations and enhance your customers' experience.

 

Order SORRY ABOUT THE WAIT today and start putting these tools and techniques into practice.

 

Share your journey and successes with your team, and together, you can create a culture of continuous improvement that will benefit your business and your customers alike.

• Language: English
• Publisher: Eduardo J. Estrada
• Release date: Apr 24, 2023
• ISBN: 9798215102152

Eduardo J. Estrada

Eduardo J. Estrada is an experienced Industrial Engineer with a professional background in Sustainability, Quality and Lean management. With over 15 years of experience, the author has worked extensively in the manufacturing industry, identifying, and implementing process improvements to enhance efficiency and reduce waste. The author has been recognized for his contributions to sustainability and operations excellence, having been instrumental in winning awards for the companies where he has worked. Currently residing in Australia with his family, the author enjoys spending his free time travelling, cycling, reading, and working on improving business processes. With a passion for continuous improvement and a deep understanding of Lean Manufacturing tools, the author brings a wealth of knowledge and expertise to this book. Through his work, the author aims to help organizations reduce wait times and queues, improve customer experience, and drive business success. If you want to learn more about these topics or would like to start a conversation, you can reach out at: [e-mail]       

Book preview

Introduction

HAVE YOU EVER FOUND yourself in a retail or hospitality business, patiently waiting for your order to arrive, only to be met with an apologetic sorry about the wait from the service staff? If so, you're not alone. This common issue inspired the creation of this book - a guide that explores the tested Lean Manufacturing ideas applied to the hospitality industry and small businesses.

You've probably picked up this book and wondered, I heard a similar phrase many times, but how exactly is this book going to help me?

The problem this book is trying to resolve, and help you with, is to find a way to accelerate the time from order to service delivery, while increasing your customer’s experience.

As an experienced industrial engineer who has helped businesses to improve their operations, I aim to condense and explore some of the already tested Lean Manufacturing concepts and relate them to the hospitality industry and small business processes, while also enhancing customer experience.

The book's approach is simple and practical, encouraging you to start with the basics and build your way up to mastery. Each tool and technique are explained in detail, with examples of how you apply them in a real-world setting.

As with any skill it is important to test, learn, apply your learnings and keep continually improving.

Regardless of your definition of success, whether it be financial gain or simply providing the best possible experience for your customers, this book is designed to help you achieve your goals. It's a guide that can be used as a starting point, a reference, and a source of inspiration for anyone who wants to improve their business operations and deliver the best possible experience to their customers.

So, if you're ready to take the first step towards improving your business, start by reading this book; put the tools and techniques into practice and see how they can help you achieve your goals. Share your journey and your successes with your team, and together, you can create a culture of continuous improvement that will benefit your business and your customers alike.

It will be great to hear about your journey, your learnings and even better your improved customer reviews.

PART I: Building Blocks for a Great Experience

DELIVERING GREAT CUSTOMER experiences is more important than ever in today's highly competitive business landscape. Businesses across all industries are heavily investing in customer experience programs to attract and retain customers, from retail stores and restaurants to hospitals and airlines.

But what does it take to provide a memorable customer experience? What are the building blocks that businesses must focus on to provide memorable experiences that keep your customers returning?

As an industrial engineer working with businesses to improve their operations, I've discovered there are several critical building blocks to creating a great customer experience. Understanding customer needs and expectations, as well as optimising processes, are examples of these building blocks. In this chapter, we will explore the customer experience and operations improvements building blocks in more detail to incorporate them into business.

Whether you are a business owner, a hospitality service provider or a customer experience manager looking to improve your operations, this part will provide you with a brief and valuable insight of customer experience and lean management.

Chapter 1: Understanding Customer Experience

Your most unhappy customers are your greatest source of learning. – Bill Gates

WHEN WAS THE LAST TIME that you’ve heard someone say, Sorry About the Wait? Was it in a café, restaurant, pharmacy or maybe in a service business? Regardless of the context, these words imply the