Self Chosen Post#2-The Connection Between Service and Product

Recently I ordered a clutch from Tory Burch as a gift for someone. I placed my order on the internet, which in itself was a pain point, and then called the helpline to make sure my order went through. I was told that there was no evidence whatsoever of my order, so I placed yet another one over the phone. The next day, I was alerted by my Bank that I had been charged twice by Tory Burch, so I made yet another phone call and asked them to cancel ALL the orders under my name as I was going to take my business elsewhere. They assured me the money would be reversed and the order would be canceled. About 4 days later, I got an e-mail confirming my order that had been placed earlier that morning-while I was sleeping. It had turned out that someone from within the company had gotten hold of my Credit Card information and used it fraudulently. Because Tory Burch is a higher-end company with a good reputation, this appalled me. I had to make several phone calls to my bank and to Tory Burch to get this all sorted out, and these were all pain points that made my experience with the service a bad one. Tory Burch compensated me with complementary clutch,which reflected what their company should be like. This experience made me realize how  a product can effect a service and vice versa. If a product is of good quality and thought of as "high-end", the company's service is expected to meet its product's reputation.

Self Chosen Post #1- Service Design

While on the topic of Service Design, I can't help but think of the best Service Design I can think of- Disney World (Orlando, Florida). What the creators and master minds of the amusement park have created, is an unforgettable experience.
So what exactly is it that draws in over 12 million people per year?
The way they have designed their service makes it desirable to many; it attracts new visitors,  and keeps old visitors coming back.
For Disney, detail is key. Everything from the staff to the waffles are given thought and importance. With the largest employee base (all in one place) in the world, each employee that interacts with visitors is in character. It is their goal to drown you in the magical world they have created. The ambiance and details have visitors engrossed, and in awe at the things they see, eat, feel, and experience. Every ride, restaurant, character, and venue had is fitting and helps create this magical world. Disney puts their focus on the people who visit their park; they give individuals importance and personalize their experience despite the fact that the park is crowded.  Their principles stem from the creator himself, Walt Disney, who said "You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality."

Service Design Blueprint- Dominos Pizza

This past week, my roommate and I decided to order Dominos Pizza. We were put made to listen to 3 minutes of prerecordings, and then put on hold for an additional 7 minutes thereafter. The person on the phone was not very polite, and seemed to be rushing us while we ordered. We were given a wait time for 30-40 minutes to receive our delivery, however, we ended up having to wait 55 minutes. We checked on Google maps, and calculated that it would take the delivery person a total of approximately 9 minutes by bicycle to reach our dorm from the Dominos Store, so distance was not a reason for tardiness. The service was useful because we still received and were able to eat the food we ordered, but the service was poor. It was inefficient because of the long waiting periods, and impolite salesperson. There was a sequence of delay and having to wait, which served as pain points. A bright spot could have been identified if the person on the phone had apologized for the wait, but instead, he was rude, and hasty with our order. Dominos could improve its service by training their employees to be more polite, especially when customers have been on hold for long periods of time. They could also cut down the hold time by eliminating some of the prerecorded messages. Efficiency should be there goal when it comes to timing, and making sure that orders are delivered on time, whether this means hiring more delivery people, or changing their means of transportation.