How long do you queue for a BRT bus? For money at ATM machines? For you to be called next for payment?
How long does it take before you get irritated?
On the other hand, how do you feel when you receive instant service?
"You need your car fixed? We can do it in five minutes."
"Hello, you're right on time! Dr. Tinubu will see you now."
"You need a new driver's license? Okay, stand here for your photo. Here's your license. Have a nice day."
One of the fastest ways to hurt your business is to make people wait. After five minutes they become uncomfortable. In ten minutes they are unhappy. In fifteen they are irritable. After twenty, they decide to leave.
There is no benefit in making people wait. They do not think, "Boy, these guys are really important, really busy, really in demand!" Instead, they think, "These idiots aren't very organized." "Maybe they don't think I'm very important."
"To prosper, service must be as close to instant as possible."
"Anything which stops or delays the flows of a business or delays or puts a customer or product on WAIT is an enemy of that business.
Businesses that provide fast service or fast products take over their industries. For example,Tantalizers gives you hot food in one minute, Zain customers care line is answered after first ring and Kesse Jabari sows your outfit in one day. All three companies have made their owners and executives wealthy because they provide fast service.
The same principle works for you. Each time you make a customer wait, your boss wait or even a coworker wait, you are hurting your income.
For example, a cyber café operates with only 10 systems and provides service but with a slow internet connection. Another cybercafé with 6 systems provides service with fast internet speed, would get customers queuing, because of its fast internet speed.
If you own a small business, you can use this principle to beat the big boys. For example, you open a small print shop, but cannot get enough work to pay your bills. You advertise, "We will finish any print job in 24 hours." Within a week, you have ten new jobs. Even though you work 15 hours per day for a week, you steal a few of your competitors' big customers and make a small fortune.
As another example, your boss asks you and two of your co-workers to gather your production numbers for the past six months. You bring it to your boss in an hour. One of your co-workers brings his numbers at the end of the week. The other co-worker forgets all about it. If you are consistently fast, who will the boss want to give more responsibility and pay? Who might get laid off?
If you wish to succeed and prosper, you must be fast!
ACTION PLAN ONE
1. How do you make money? List every step of the process you use.
2. Look for every delay. Where do things slow down?
3. How can you speed up these points? How can you provide nearly-instant service or a nearly-instant product?
ACTION PLAN TWO
1. Who waits for you?
2. Of these people, who has influence over your success?
3. How can you break all speed records and give these people what they need instantly?
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