ehowton (ehowton) wrote,
ehowton
ehowton

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Excellence


I took my wife's car in to the dealership for an oil change Tuesday. Later that evening, I received a call to ask me about the quality of my service in form of a short survey over the phone. The moment I agreed, I was told, "The choices are on a scale between one and five, five being Excellent. Please keep in mind that any area not marked, Excellent is considered a failing grade."

"Its ashame you're not given any increments for success." I said. "If everything is always Excellent then how can you strive to succeed further? How can you push yourself if you're either always failing, or always excellent? Surely there has to be some middle ground? Some way to better gauge yourself?"

With no response to that, the caller told me she would take my comments to management, and I completed the survey. The very next day, Wednesday, I took my car to the dealership for an oil change. Later that evening, I received a call to ask me about the quality of my service in form of short survey over the phone. I explained that I had taken my wife's car in the day before, and had completed that survey.

"So...you don't want to take this one?" the caller asked.

"Oh, I do. Very much so, but my answers haven't changed over the course of 24-hours. Please use yesterday's survey to answer this one."


"I.Can't.Do.That. This is for a different car."

"Yes, but it was the same service people, performing the same service, one day later. Your questions don't concern the specific vehicle, rather, the service surrounding that, which was unchanged given the 24-hour difference. My answers stand."


"So...you don't want to take the survey?"

"I do want the survey submitted, with the very simple understanding that it is possible the same answers can and do apply after the passing of only a single day. Let me ask you - what are some examples of things you think could change overnight that would cause me to give you different results?"


"So...you don't want to take the survey?"
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