Subscribe
Effective Problem-Solving skills applying Lean A3 methodology

Online Course

15th, 17th & 19th May 2023

Leading in Lean Transformations: To inspire your team and reach extraordinary results

Online Course

24th - 25th May 2023

The Business Operating System

Online Course

5th, 8th, 12th & 15th June 2023

Operational Excellence for Profit & Profitability

Online Course

28th, 29th & 30th June 2023

The Largest Premier Gathering of Cultural Transformation Leaders & Senior-Executives sharing key solutions to current & future CT challenges

Virtual Event

The Largest Premier Conference brings together business professionals for unparalleled insight into how the use of AI.

Virtual Event

The Largest Premier Gathering of RPA & IA Industry Leaders & Senior-Executives sharing key solutions to current & future RPA challenges.

Virtual Event

The Largest Premier Gathering of Enterprise Architecture Leaders & Executives sharing key solutions to current & future challenges

Virtual Event

Effective Problem-Solving skills applying Lean A3 methodology

Online Course

15th, 17th & 19th May 2023

Leading in Lean Transformations: To inspire your team and reach extraordinary results

Online Course

24th - 25th May 2023

Balakarthik Venkataramanan
By
August 29, 2016

Ring the bell, if you’re treated well! Behavior engineering lessons from a road side food truck.

Behaviour Engineering

I knew that the evening was going to be slow with my wife visiting her cousin for a couple of days with our toddler. Felt super lazy, definitely not in the mood to cook nor was I in a mood for fine dine. Fast food sounded like a great idea and my taste buds begged for some flavorful Mexican food. Hey, there is a food truck that I have noticed just outside the mall nearby that always looks super busy on the weekends. Food must be pretty good, may be I should try that.

I was by the food truck in the next 10 mins. Hmmm…not too crowded but still looked busy with 7-8 customers ahead of me in the line. After waiting in the line for a couple of mins, I heard a bell ring ‘DING, DING, DING’. I was too busy checking Facebook on my phone so didn’t pay too much attention.‘DING, DING, DING’, the bell went again and this time I heard “Thank you, please come again” from inside the truck.

 

After a couple of mins, there it was…..my turn to order. The conversation started with an unusual greeting, “First time here?” asked Sam. (He was wearing a name tag). “Yup”, I responded. “you are going to love the food, what can I get you?”, this was Sam.

“Hmmmm…I need something spicy & vegetarian”.  Sam responded right away “I know what exactly you need, my friend. Let me surprise you. You will love it”. I was already impressed with the unusual sound of the bell ringing every couple of mins, so I chose to try the offer (I will tell you about the bell in a little).  Sam did surprise me with an awesome spicy vegetarian burrito and also charged me a dollar less because I didn’t add meat and gave me extra spicy salsa to try. And remember this was an item that wasn’t even on the menu (vegetarian burrito).

I chose to sit there and finish my burrito. The bell kept ringing over and over and over again. Almost every customer (more than 80%, I would say) rang the bell before they left and it was so evident that they were not just satisfied but delighted, with the entire experience (with Sam, with the food, everything). And the bell was placed right next the ordering window with a note that read “Ring the bell if we delighted you and you will come back again”. 

It was amazing to see how this food truck off a street had mastered customer service and above all was re-enforcing their service mastery through this bell. Every time their customers were hearing the bell ring, they were building customer loyalty and their brand.

So what behavior engineering was the bell accomplishing??


That’s simply superb. Such a simple tool/method but the impact it had on customer as well as employee behavior was significant. I have seen the “service bell” concept before at Arby’s (in the US) and Pizza Hut (in India) like the one below but did not see the level of impact the bell had on this food truck and its customers.

Oh, I didn’t realize that it’s been 45 minutes since I came to this place, lost track of time in observing the way Sam & team were passionately delivering an excellent service, enginerring customer behavior, building loyalty and setting a very high bar for customer service. It started to drizzle, let me get going. Oh wait….am I forgetting something??? Yes, indeed! How can I leave without ringing the bell for Sam and team.

DING, DING, DING…
DING, DING, DING…
DING, DING, DING…

An early entrepreneur in social media, Bala is a strategic customer service leader with a track record of customer experience transformations globally. Bala has 2 decades of experience in customer experience strategy & operations for leading brands like Google, Hewlett Packard and Microsoft. Prior to Intuit, Bala was leading global process & business excellence for Google’s trust & safety vendor operations. You can connect with Bala via Linkedin, view his personal blog here, or follow him on Twitter @vbkarthik123


The Business Transformation & Operational Excellence Industry Awards

The Largest Leadership-Level Business Transformation & Operational Excellence Event

opex_assembly

business_assembly

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Download the most comprehensive OpEx Resport in the Industry

The Business Transformation & Operational Excellence Industry Awards Video Presentation

Proqis Events Schedule

Proqis Digital

Welcome to BTOES Insights, the content portal for Business Transformation & Operational Excellence opinions, reports & news.
300x3001c (1)
24097-Proqis-Media-Pack-Banner-300x300
ACCESS 50 VIDEO PRESENTATIONS
Access all 75 Award Finalist Entires
RESEARCH REPORT 2021/2022
BTOES AWARD - NO DATE
BTOES UNIVERSAL GRAPHIC - NO DATE
Subscribe to Business Transformation & Operational Excellence Insights Now
btoes19.png
png
ATTENDEE - Proqis Digital Event Graphics (2)-1
ATTENDEE - Proqis Digital Event Graphics (1)-1
1-Apr-10-2023-02-56-57-6379-PM
2-Apr-10-2023-02-57-34-8161-PM
3-Apr-10-2023-02-58-14-7752-PM
4-Apr-10-2023-02-58-31-2399-PM
png

Featured Content

  • Best Achievement of Operational Excellence in Technology & Communications: IBM
  • Best Achievement of Operational Excellence in Oil & Gas, Power & Utilities: Black & Veatch
  • Best Achievement in Cultural Transformation to deliver a high performing Operational Excellence culture: NextEra Energy
   
Operational Excellence Frameworks and Learning Resources, Customer Experience, Digital Transformation and more introductions
  • Intelligent BPM Systems: Impact & Opportunity
  • Surviving_the_IT_Talent_deficit.png
  • Six Sigma's Best Kept Secret: Motorola & The Malcolm Baldrige Awards
  • The Value-Switch for Digitalization Initiatives: Business Process Management
  • Process of Process Management: Strategy Execution in a Digital World

Popular Tags

Speaker Presentation Operational Excellence Business Transformation Business Improvement Process Management Business Excellence Continuous Improvement process excellence Process Optimization Process Improvement Award Finalist Case Study Digital Transformation Leadership Enterprise Excellence Change Management Lean Premium Organizational Excellence Lean Enterprise Lean Six Sigma Execution Excellence Capability Excellence New Technologies Changing & Improving Company Culture Insights Article Agile end-to-end Business Transformation Enterprise Architecture Execution & Sustaining OpEx Projects Leadership Understanding & Buy-In Lack of/Need for Resources Culture Transformation Adapting to Business Trends Changing Customer Demands Failure to Innovate Integrating CI Methodologies Lack of/Need for Skilled Workers Lack of/Need for Support from Employees Maintaining key Priorities Relationships Between Departments BTOES18 RPA & Intelligent Automation Live BTOES From Home Financial Services Process Mining Technology Customer Experience Excellence Healthcare iBPM Healthcare and Medical Devices Process Automation Culture Customer Experience Innovation Cultural Transformation Webinar BTOES Video Presentations Exclusive BTOES HEALTH Strategy Execution Business Challenges Digital Process Automation Report Industry Digital Workplace Transformation Manufacturing Robotic Process Automation (RPA) IT Infrastructure & Cloud Strategies Supply Chain Planning Automation BPM innovation execution AI Lean Manufacturing Artificial Intelligence Oil & Gas Robotic Process Automation IT value creation Agility Business Speaker Article Systems Engineering RPAs Insurance Process Design Digital Speaker's Interview data management digital operations Awards Business Process Management thought leaders BTOES Presentation Slides Cloud Intelligent Automation Machine Learning Data Analytics Digital Transformation Workplace Transformation Banking and Capital Markets Data Finance Professional Services Education IT Infrastructure IT Infrastructure & Cloud Strategies Live Blockchain Interview BTOES Solving Cash Flow with AI White Paper investment banking BTOES19 Consumer Products & Retail Enterprise Agile Planning Government Operational Excellence Model Project Management Algorithm Analytics Insight Automotive and Transportation Banking Business Environment Digital Bank Hybrid Work Model Primary Measure of succes Relationship Management Sales business expansion revenue growth Adobe Sign Agile Transformation CoE Delivery solution E-Signatures Electricity Enterprise architecture as an enabler Global Technology HealthcareTechnologies Innovation in Healthcare Transportation Accounts Receivable (AR) Big Data Technology CORE Cloud Technology Cognitive learning Days Sales Outstanding (DSO) Logistics Services Operational Excellence Example Risk Management business process automation transformation journey Covid-19 Data Entry Digital Experience Digital Network Digital Network Assistant (DNA) Digitization Drinks HR Internet Media NPS Net Promoter Score Program Management Portal (PgMP) Reduce your RPA TCO Six Sigma Sustainability TechXLive The Document is Dead The New Era of Automation Automated Money Movement Banking & Financial Services Biopharmaceutical Blue Room Effect Building Your Future Workforce in Insurance Capital Market Creative Passion Digital Transformation Workplace Live Digital Workforce Digitalization ERP Transformation Effective Change Leaders Finance Global Operations (FGO) Financial Services Software Frameworks Hoshin Planning Human Capital Lean Culture Natural Gas Infrastructure Natural Language Processing Organizational Change Pharmaceutical Pharmaceuticals & Life Sciences Project manager Supply Chain Management Sustainable Growth The Fully Automated Contact Center Transformation Initiatives Workplace Analytics eForms eSignatures 3D Thinking BEAM BFARM BTOES17 Big Data Processing Business Analytics Business Growth Business Process Governance Centralized Performance Monitoring System Communication Creativity Digital Technologies Digital Technology Educational Psychologist Energy Management Health Insurance Health Maintenance Organizations Hospitality & Construction Human Centered Design Integrated Decision Approach Integrated Decision Making Intelligent Document Processing Kaizen Medicare Moodset for Excellence Natural Language Processing (NLP) Offering Managers Oil and Gas Optical Character Recognition (OCR) Pharmaceuticals and Life Sciences Photographing Price and Routing Tracking (PART) Process Design Document (PDD) Product Identifier Descriptions (PIDs) Python Quote to Cash (Q2C) Resilience SAP Sales Quota Team Work Telecommunications Text Mining Visually Displayed Work Culture master text analytics virtual resource management

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Webinars

 

Delivered by Progressive Thought-Leaders

 

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - On-Demand

The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free. Use code: BFH1120

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Webinars

 

Delivered by Progressive Thought-Leaders

 

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - On-Demand

The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free. Use code: BFH1120