I’M POSSIBLE ─ Never underestimate your Clients’ Complaint, no matter how funny it might seem!

This is an account of what happened between a customer of General Motors and its Customer-Care Executive. Please read on. The Pontiac Division of General Motors received a complaint:

‘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 sceptical 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 neighbourhood. He had arranged to meet the man just after dinner time, 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 flavour. Why? The answer was in the layout of the store. Vanilla, being the most popular flavour, was in a separate case at the front of the store for quick pickup. All the other flavours were kept in the back of the store at a different counter where it took considerably longer to check out the flavour.

Now, the question for the Engineer was why the car wouldn’t start when it took less time. Eureka – Time was now the problem – not the vanilla ice cream!!!! The engineer quickly came up with the answer: “vapour lock”.

It was happening every night; but the extra time taken to get the other flavours 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.

Even crazy looking problems are sometimes real and all problems seem to be simple only when we find the solution, with cool thinking.

Don’t just say it is ” IMPOSSIBLE ” … without putting a sincere effort.

Observe the word ” IMPOSSIBLE ” carefully.

Looking closer you will see, ” I’M POSSIBLE “.

What really matters is your attitude and your perception.

中文版的故事內容是:

這是一個發生在美國通用汽車的客戶與該公司客服部間的真實故事。

有一天美國通用汽車公司的龐帝雅克(Pontiac)部門收到一封客戶抱怨信,上面是這樣寫:

「這是我為了同一件事第二次寫信給你,我不會怪你們為什麼沒有回信給我,因為我也覺得這樣別人會認為我瘋了,但這的確是一個事實。我們家有一個傳統的習慣,就是我們每天在吃完晚餐後,都會以冰淇淋來當我們的飯後甜點。由於冰淇淋的口味很多,所以我們家每天在飯後才投票決定要吃哪一種口味,等大家決定後我就會開車去買。但自從最近我買了一部新的龐帝雅克後,在我去買冰淇淋的這段路程問題就發生了。」

「你知道嗎?每當我買的冰淇淋是香草口味時,我從店理出來車子就發不動。但如果我買的是其他的口味,車子發動就順得很。我要讓你知道,我對這件事情是非常認真的,儘管這個問題聽起來很豬頭:為什麼這部龐帝雅克當我買了香草冰淇淋它就秀逗,而我不管什麼時候買其他口味的冰淇淋,它就一尾活龍?為什麼?為什麼?」

事實上龐帝雅克的總經理對這封信還真的心存懷疑,但他還是派了一位工程師去查看究竟。

當工程師去找這位仁兄時,很驚訝的發現這封信是出之於一位事業成功、樂觀、且受了高等教育的人。

工程師安排與這位仁兄的見面時間剛好是在用完晚餐的時間,兩人於是一個箭步躍上車,往冰淇淋店開去。

那個晚上投票結果是香草口味,當買好香草冰淇淋回到車上後,車子又秀逗了。

這位工程師之後又依約來了三個晚上。
第一晚,巧克力冰淇淋,車子沒事。
第二晚,草莓冰淇淋,車子也沒事。
第三晚,香草冰淇淋,車子「秀逗」。

這位思考有邏輯的工程師,到目前還是死不相信這位仁兄的車子對香草過敏。因此,他仍然不放棄繼續安排相同的行程,希望能夠將這個問題解決。

工程師開始記下從頭到現在所發生的種種詳細資料,如時間、車子使用油的種類、車子開出及開回的時間…,

根據資料顯示他有了一個結論,這位仁兄買香草冰淇淋所花的時間比其他口味的要少。

為什麼呢?原因是出在這家冰淇淋店的內部設置的問題。

因為,香草冰淇淋是所有冰淇淋口味中最暢銷的口味,店家為了讓顧客每次都能很快的取拿,將香草口味特別分開陳列在單獨的冰櫃,並將冰櫃放置在店的前端;

至於其他口味則放置在距離收銀檯較遠的後端。

現在,工程師所要知道的疑問是,為什麼這部車會因為從熄火到重新啟動的時間較短時就會秀逗?原因很清楚,絕對不是因為香草冰淇淋的關係,

工程師很快地由心中浮現出,答案應該是「蒸氣鎖」。

因為當這位仁兄買其他口味時,由於時間較久,引擎有足夠的時間散熱,重新發動時就沒有太大的問題。

但是買香草口味時,由於花的時間較短,引擎太熱以至於還無法讓「蒸氣鎖」有足夠的散熱時間。造成車子無法立即發動

如果是你… 你會怎麼想呢?

即使有些問題看起來真的是瘋狂,而且有時候它還是真的存在;

但是如果我們每次在看待任何問題並秉持著冷靜的思考去找尋解決的方法,這些問題將看起來會比較簡單,不那麼複雜。

所以碰到問題時不要直接就反應說那是不可能的(IMPOSSIBLE),而沒有投入一些真誠的努力。

仔細觀察 - “ 不可能 ” 這個字 【IMPOSSIBLE】,

你也許可以看到 - “ 我可能 ” 【I’M POSSIBLE】。

姑且不論上述的故事還是不是跟原作一模一樣,但相信他想要傳達的想法與觀念已經很清楚了。

最近工作之餘有感,願以這個小故事與每位學有專精的工程師共勉。

歷史上的今天

About mtlin

I'm easygoing and sometimes sentimental, also can be very funny. Geek style but social. A Blogger, a Wikipedian and an Engineer.
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