Adaptation Networking

Have you seen a customer service employee delivering at your car window?

An interesting event that happens when it comes to adaptation on the different circumstances that surround different places. At Mexico City parking spaces are few and expensive, the convenience stores do not have this facilities at most of their establishments. I miss living at a smaller city where this parking spaces were available at a 30 step walk.

In this big city, the space and the square meters are really important, so the managers have developed new service formulas to adapt to this situation. Innovation some may say. I have to tell you that a few days ago my son give me a call and ask me to buy for him 30 tamales to take to his posada (event party). It was 3:30pm and at that moment I haven't seen any tamales sold at the regular stores that I shop. In Monterrey tamales are sold at any supermarket and in some convenience stores too.

So the first thing I did was to ask a Mom that knew about this type of requests. The answers came fast, some of them lead me to different places where I can buy my tamales, but they remember me that it's better to ask for them with 2 or 3 days advance.

One of the mom's told me to go to a specialized store that has at least 12 different franchises. So I do my research in Internet, get the phone number and make a call. Jesus, store manager, answered and he explain me that he had the tamales, how to drive to the store and he offered that when I was near him I just "honk" and he will go out and deliver my request.

I had never lived a similar situation, and of course, when I was on my way to the tamale's store, I kept stuck on traffic and lost. This happens here a lot, but I take the phone and call Jesus again, as soon as he answered he gave me some new directions and get me to my way. He also told me that I should call him again when  I were near the Pizza Restaurant and he will gave me my tamales.

I still not catch his instructions, but I'm pretty obedient and when I was in front of the Pizzas Restaurant I call him again, I was at half a block from his store. He then told me turn on your flashers, then he asked about my SUV model and color and 2 seconds more he was at my window giving me the tamales, I do not have to get out of my car, neither wait for him. He also told me how to get back. This was an interesting experience.

Now my suggestions

a) If you do not have the parking spaces availability, look for different ways to give your customers service experiences less stressful, give them a taxi, have different alternatives or in as in this case make the "auto" delivery.

b) Organize with your customers the possibility to make their orders by Internet or by phone and then review the different options of delivery. 

c) Have fun in the process, Jesus helped me a lot with my driving directions and also give me some tips on the places I was lost.