hide complexity

just returned from NYC. a great place

to the airport,  reserved a carmel limo (less expensive than a taxi, cleaner and better service too).

i always try to take a look at the license of the driver, his name and picture. has he changed since started working? has life in the US as an immigrant been good so far? not always easy to converse with the drivers about these topics. or to converse at all. some seems just days in the USA

there is usually also a rules of service or passenger bill of rights attached to the partition. they are updated occasionally, and it is interesting to see what’s new.

i like the simplicity of the guideliness and how they are clear to understand (but tought to follow) . good product management. give some israeli marketing or product managers a task to write something like that, and i think you will get a lot more words.

simple is beautiful. the idea is to hide complexity. we as israelis have a tendency to expose complexity. does it makes us feel special? is it a reflection of our circumstances?

how would you script passenger rights on a taxi or limo?

here is the TLC’s. check out the one before last.

  • Pay for your ride with credit/debit card;
  • Go to any destination in NYC, Westchester, Nassau, or Newark Airport;
  • Direct the route taken: The most direct route or one of your choice;
  • A safe and courteous driver who obeys all traffic laws;
  • A knowledgeable driver who speaks English and knows City geography;
  • Air conditioning or heat on request;
  • A noise free trip: no horn honking or radio;
  • Clean air. smoke and scent free air;
  • Working seatbelts for all passengers;
  • A clean taxicab: interior, exterior and partition;
  • A driver who does not use a cell phone while driving (hand-held or hands free);
  • Be accompanied by a service animal;
  • Decline to tip for poor service.

now, think, how often do you get all of these?

my conclusion is

managing quality of services is tough.

i know it as a VC who continuously does not provide good enough service to my entrepreneurs, to people seeking money, a call, an answer

and i think many of the Professional Services organizations in our portfolio companies know it too.

one fo the advanatages of SaaS is that it forces you to modulate your service. formulize it. control it. measure it.

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