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Low Tech, Low Touch

Low Tech, Low Touch

A fully automated new car wash here has two entry points, with computers that allow you to choose the exact services, and you can pay in cash or with credit cards, or with coupons purchased in advance. However, you can't reach the touch screen easily from many cars, the instructions are vague, and the scanner doesn't work well in the sun. So two-to-three people must staff each of the two stations to process customers, which takes several minutes each.

The actual car wash is very effective, even drying the car completely, which is rare.

You have to wonder why engineers and technicians are too dense to have average customers test what they create. Thank God chefs aren't engineers or we'd all be poisoned.

Written by

Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

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