5 Customer Service Lessons from the Department of Motor Vehicles

 

You can learn from every situation.  Whether it was an incredible service experience that makes you a raving fan or whether it is one where you’re left shaking your head.

A few weeks ago, I had the opportunity to celebrate a milestone with my daughter.  It was time for her to obtain her driver’s permit.  She had finished a weeklong driver’s education course, passed the written test, obtained all of the paperwork, and we had dutifully filled out the forms.

Everything was ready.

Now it was time for us to go to the Department of Motor Vehicles (DMV), get her picture taken, and obtain the permit.  I knew it would take time.  That’s the nature of the DMV.  I figured an hour to an hour and a half max.

Instead, we quickly realized that getting the permit was going to be about as difficult as Frodo making it safely to Mordor.

All of us have had the same shared, miserable experience at the DMV.  In every state I’ve lived in, it’s the same.  We just forget, don’t we?  We finally get what we need, and then we hope that we never have to go back.

Our experience was even worse than what I recalled from before.  Nearly five hours later, we finally emerged with the permit.  All of the waiting for just five minutes at the counter.

We were exhausted, but we also were laughing.  That’s what we do when we are beyond frustrated.  Jim Rohn used to say, “Learn to turn frustration into fascination.”  When I’m terribly frustrated, I try to heed his advice.

 

Learn to turn frustration into fascination. -Jim Rohn

 

Here’s what I jotted down in my notes during that first hour:

I’m fascinated:

  •             That this operation is so inefficient.
  •             That no one has redone this entire system.
  •             That we blindly put up with it because we feel powerless.
  •             That leaders haven’t emerged to fix it.
  •             That they aren’t listening to suggestions for change.

 

After two hours, I was no longer fascinated.  That’s when I go to my second step.  I look for customer service or leadership lessons.  That worked for the next hour.

What business lessons can we learn from the DMV?

From my notes:

Set expectations.

At the DMV, they don’t give an estimated time until you will be served. Failing to set expectations leads to disappointment.

Lesson:  Whether running a business or serving on a team, it’s important to set expectations—and then keep them.