Read it if you have not read this before !!
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Real Story from Automotive Industry ,
GM Car and Vanilla Ice Cream
> > Never underestimate your Clients' Complain, no matter how funny it might be!
This is a real story which happened between the customer of General Motors and
its Customer-Care Executive.
- A complaint was received by the Pontiac Division of General Motors:
- “This is the second time I have written to you, and I don't blame you for not
> > answering me, because I sounded crazy, but it is a fact that we have a
> > tradition in our family of Ice-Cream for dessert after dinner each night. But the
> kind of ice cream varies so, every night, after we've eaten, the whole family
> votes on which kind of ice cream we should have and I drive down
> > to the store to get it. It's also a fact that I recently purchased a new
> > Pontiac and since then my trips to the store have created a problem.
> > You see, every time I buy a vanilla ice-cream, when I start back from
> > the store my car won't start. If I get any other kind of ice cream, the car
> > starts just fine. I want you to know I'm serious about this question, no matter
- how silly it sounds:
- "What is there about a Pontiac that makes it not start when I
> get vanilla ice cream, and easy to start whenever I get any other kind?"”
> > The Pontiac President was understandably skeptical about the letter, but
> > sent an Engineer to check it out anyway. The latter was surprised to be
> > greeted by a successful, obviously well educated man in a fine neighborhood.
> > He had arranged to meet the man just after dinnertime, so the two hopped
> > into the car and drove to the ice cream store. It was vanilla ice cream
> that night and, sure enough, after they came back to the car, it wouldn't start.
> The Engineer returned for three more nights. The first night, they got
> > chocolate. The car started. The second night, he got strawberry. The car
> > started. The third night he ordered vanilla. The car failed to start.
> > Now the Engineer, being a logical man, refused to believe that this
> > man's car was allergic to vanilla ice cream. He arranged, therefore, to
> > continue his visits for as long as it took to solve the problem. And toward this
> end he began to take notes: he jotted down all sorts of data: time of day,
- type of gas uses, time to drive back and forth etc.
- In a short time, he had a clue:
> > The man took less time to buy vanilla than any other flavor. Why? The answer
> was in the layout of the store. Vanilla, being the most popular flavor, was in
> a separate case at the front of the store for quick pickup. All the other flavors
> were kept in the back of the store at a different counter where it took
> > considerably longer to check out the flavor.
- Now, the question for the Engineer was why the car wouldn't start when
> > it took less time. Once time became problem - not the vanilla ice cream
> > Eureka!!!!
> > The engineer quickly came up with the answer: "vapour lock". It was
> > happening every night; but the extra time taken to get the other
> flavors allowed the engine to cool down sufficiently to start. When the man got
> vanilla, the engine was still too hot for the vapour lock to dissipate.
> > Remember:
> >
> > Even crazy looking problems are sometimes real and all problems seem to
> > be simple only when we find the solution with a cool thinking. Don't
> just say its "IMPOSSIBLE" without putting a sincere effort...
- Observe the word "I M P O S S I B L E" carefully... Looking closer you
> will see, "I'M POSSIBLE"...
> > What really matters is your attitude and your perception.
Forwarded by :-
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R.S. Kulkarni.
Manager (Bevel Gear Engineering)
Bharat Gears Limited
Kausa Shil, Mumbra
Reforward by :- Me
VINOD PANWAR
CAclubindia
