Google has a rather odd phrase they use in their company: “French fry moments.” They use this phrase to convey the concept of anticipating employees’ needs. The phrase and concept came about after an executive saw a scene on the sitcom 30 Rock, wherein one of the characters, Tracy Jordan, becomes outraged after an employee brings him a burger but doesn’t include the fries he didn’t order, prompting Tracy to shout, “Where are the French fries I didn’t order!? When will you learn to anticipate me?!”
I’ve been doing some research into hidden costs of project management which led me to thinking about the hidden costs of a poor customer experience and what happens when process becomes king, trumping the customer experience. Let me start by telling you about the experience I had that I’m relating to.
I decided to start a trial of some software. Like so much software today, it’s cloud based, there’s a monthly subscription and I was given a one month free trial. I won’t say who as I don’t really want to bad mouth them, I don’t think they are a bad company, they’re just falling prey to their process!