STORY IN Car wash shop 

洗车店的故事​

I bought a car wash card(600 CNY or 90 USD, wash 30 times) in October Last year.

去年10月份办了个洗车卡，600元可以洗20次。

It feels the service and car wash quality is quite good in my first day to experience the car wash. After washing the car, the paint surface is bright, the interior can be wiped clean, service attitude is also good, free WIFI and drink provided.

第一天去体验洗车时，感觉服务与洗车质量颇好。车洗完后，漆面程亮，内饰抹擦得一尘不染，服务态度也不错，免费WIFI提供，饮料一旁伺候。

At the end of the month, Thought to wash off the car in order to back home in Chinese New Year. After finished buying special purchases for the Spring Festival in the supermarket, happily to get my car. Suddenly found the front of the car's shield got a scraping, white paint still keep the rusty iron on, is likely to be scraped to iron fence? Hurry to talk with the boss, the boss also be a shock. But she had no way to prove that their employees are not to scraping. I said to boss, why do not you install a camera? Boss said that camera has not been installed yet, so there is no record. The boss only to say that let me come back to fix this paint for free. after a few days, on my way home on Saturday night, I suddenly remembered that scratch was originally in the company park with a electric bicycle. Finally, of course, I am sorry to do a free paint.

1月底，快过年了。心想着洗下车好回老家过年，在超市里置办了一些简单的年货后，高高兴兴地去取车。忽然发现洗完了的车子的右前轮胎护盘好像被刮了，白亮的漆面上还留着发锈的铁末，是刮到哪个铁护栏了？急忙找老板娘说下，老板娘一听也慌了，说不可能。不过她也没有办法证明是不是她们的员工给刮的。我说老板娘，你们为什么不装个摄像头呢？老板娘说还没有装好，没有记录。没有办法，老板娘只好说让我下回过来免费把这个漆给补了。过了几天。周六晚上回家的路上，我忽然想起来那个刮伤原来是在公司园区里和电动自行车刮的。最后当然也不好意思去做免费的补漆了。

After the spring festival finished, My car became very dirty after long journey of 600KM. When I go the car shop, found that a number of car wash workers has changed in the car wash shop. I  was so surprised that thought the boss may be have handed shop to others. Fortunately, I found the boss is still sitting behind the counter, a little rest assured. The boss told me a lot old staff left , and now re-recruit some new for replacement. Just looking at these strange car wash worker, my heart slightly feel a little strange, but cannot say where wrong.

过完年后，经历长途跋涉的车子脏得不行。送去车店的时候，发现洗车店已经换了一批洗车小哥，心里一惊，以为老板已经收拾软细，转手店铺跑路了。还好，看到老板娘还在柜台后坐着，稍微放心。一问，原来年后旧员工离职了一批人，现在重新招了新人顶替。只是看着这些陌生的洗车小哥，心底稍感哪里不对，但又说不上哪里不对了。

In April, My car is often parking in the park corridor. The park is a old warehouse, so there is a lot of dust, coupled with rainy in these days, car became dirty. While go to the supermarket to buy vegetables on Sunday, car sent to the car wash shop. As a result of the urgency, there is no time to pick up the car "expensive" things, but vaguely remember dozens of pieces of money and a stack of pieces of change still be left in the drawer beside left seat. After finish buying food in supermarket and back to the car shop, turn on car, in the habit of opening the small drawer, but only found a stack of pieces of change left, thinking bad, car wash worker took my money! Although it is very angry at car wash shop why not educated their staff? But with no evidence, only destroy the teeth and swallow them, can only blame my careless.

4月份，车子停放在园区走廊。平时园区灰尘颇多，加上阴雨绵绵，车子外饰不堪入目，趁周日去超市买菜的间隙把车子送去洗车店。由于走得急，也没有来得及收拾车上的“贵重”软细，只是隐约记得座位左下的抽屉还放着几十块整钱和一叠一块的零钱。从超市买完菜回来取车，起动车子后，习惯地顺手打开了小抽屉，却只发现剩下一叠一块零钱，心想坏了，洗车小哥拿了我的钱！虽然很生气洗车店为什么没有教育好员工？但苦于自己没有证据，最后想想还是算了，只能怪自己粗心了。

In June, the company went to trip to Xiachuan Island. Daughter picked up a lot of shells on the beach and brought it back in my bag, and the sand on the shells scattered a little in the back box of the car. Sent car to the car wash shop, when got my car, I found a lot sand still left in the back box of car. Why the store didn't has no final process to check the final service quality before delivery car to customer?

6月份时，公司去了一趟下川岛旅游。女儿在海边捡了许多贝壳放在我的包里带了回来，粘在贝壳上的砂子散落了少许在车子的后背箱里。送去洗车后，再拿车时发现后背箱的沙子还是依依不舍地留了下来。心想洗车店为什么没有最后一道工序来检查交付的最终服务成果？

By the end of July, the weather was getting hot. I remember the car's tires did not cheer for a long time. Sent to the car wash shop in weekend, specially asked the clerk to give the tires a boost. But after picking the car and found the car tires is still as before. Feel very annoying, why my request did not be paid attention to? Why such a so-called large chain of stores do not have a mature program to track customer requirements?

7月底，天气炎热得不行。我记得车子的轮胎已经很久没有打气了。周末送去洗车后，特地和接待的店员说了给轮胎打下气。但在取车后发现车的轮胎还是扁扁的。心里很是恼火，为什么我的请求没有被重视呢？难道他们口中所谓的大型连锁店都没有一套成熟的程序来跟踪客户的要求吗？

In that moment, my heart suddenly has a shock, how similar between this scene and the company's design management！

就在那一瞬间，我心里猛地一揪，这一幕幕和平时公司的设计管理是多么的相似！！！

​

​Sometimes, the customer asked why old designers responsible for their project did not come, only a new one replaced?

有时候，客户问为什么上次负责他们工程的设计师没有过来了，又换了个人？

​Sometimes, the owner complained that our company has been informed to make changes and adjust in some local locations, but the curtain wall design colleagues said that did not receive this request. The words did not recorded just like blowing wind, No trace, nowhere to find.

有时候，业主投诉说已经通知了建筑局部位置作变更调整，但负责幕墙设计的同事说没有收到这方面的要求。没有记录下来的话就像吹过的风，已了无踪影，无处寻觅。

Sometimes, after the PDF version submitted, the customer calls the next day to say why some individual pages in the PDF file are blank or have garbled pages? Although the client does not know that our designer finished consolidation of the PDF drawings at 1:00 am, but it is undeniable that the customer did receive a problem of drawings.

有时候，图纸PDF提交后，客户第二天打电话过来说，为什么PDF里个别页面是空白的或者有乱码的页面？虽然客户不知道负责设计的同事是在晚上凌晨1点整理合并的PDF图纸，但不可否认的是客户的确收到了有问题的成果。

Sometimes, after drawing submitted, the customer feedback that why some locations are not expressed in place? Design colleagues in charge of think that this location is very small, similar to other places, no need to submitted new drawings.

有时候，图纸方案交了之后，客户反馈说为什么有些位置没有表达到位？负责设计的同事却认为这个位置面积很小，与其他的地方类似，是可以通用的。

In some cases, the customer has made changes for design concept. But our facade drawings did not follow the changes. After inspection, found that the colleague responsible for did not notice the change.Why we can easily find someone else's problem? Why do we think these problems are actually solved easily? But cannot find our own problems, so as to effectively take measures to solve it?Is this the so-called " involvers always get confused while outsiders can be more clear. " ?

有时候，客户对建筑方案做了变更。但交出去的图没有跟着修改。一检查才发现负责这个位置的同事没有注意到这个变更。为什么我们可以很容易地发现别人存在的问题？ 为什么自己认为这些问题其实是很容易地被解决掉的？但却发现不了自己的问题，从而有效地采取措施去解决呢？难道这就是所谓的“当局者迷，旁观者清”吗？

After wash worker are changed, why do I feel wrong? This is because the new car wash workers did not show the same as the previous skilled workers in the car wash and professional reception, so I feel the mismatch between merchandise and its type version. Our new staff will has similar problems with the car wash worker. Such as new employees are not unfamiliar on the company process, the attitude towards people and trivial is not good, so that customers will not trust us anymore?

换人后，为什么我会感觉到不妥呢？这是因为新来的洗车小哥没有表现出与以前熟练工一样的洗车及专业接待职业素养，从而让我感觉货不对版。我们新招的员工会不会也存在着和洗车店类似的问题，譬如新员工对公司流程不熟，待人处事不专业，从而让客户不信任我们？

It is the same for car shop set up the camera to record the process of washing and the company emphasizes to use mail or social software to record communication process. Which can ensure the results of communication recorded.

洗车店设置摄像头和公司强调通过邮件或者社交软件来记录沟通过程是一样的。可以确保沟通成果被记录下来，有依可据。

Why the car wash shop staff did not take the initiative to clean the car backpack sand? This is because people tend to be "lazy", and they do not have a complete quality tracking system to ensure quality of service. It is the same as our colleagues did not take the initiative to deepen or optimize the design concept, not to be more positive to think about the economy, aesthetics, whether can be installed easily or not.

为什么洗车店的员工没有主动地去清理车背箱的砂子？这是因为人都是趋于“懒惰”的，同时他们又没有完整的质量跟踪体系来确保服务质量。这和我们的同事没有主动地去深化或者优化方案，没有去更积极地思考是不是还可以在经济性，美观性，可安装性上有更好的思路一样。

Why did the requirement for tires to be cheered be not taken seriously? This is the same as the customer's request for change are not being integrated into the design. Can we further make tracking system more better to ensure that the customer's requirements are consistent with what we are submitting?

为什么给轮胎打气的请求没有被重视？这和客户的变更要求或者方案细部设计要求没有被溶入设计方案是一样的。我们是不是可以进一步细化更详细的客户要求跟踪系统，以确保客户的要求与我们所提交的方案是相一致的？

In fact, business management is not necessarily explored from the MBA or business master.

 The experience of detail is spread across every corner of our lives.

其实企业管理不见得非从MBA或者商业巨著去探寻。

关乎细节的体验遍布于我们生活的每个角落。

This reminds me of the courier brothers who walk through the company every day. I clearly remember that every time I visit the SF brother, I will report my company name "Shunfeng Express" loudly. Other courier brothers don't say a word. He slammed the parcel on an unknown desk, and then effectively disappeared into the doorway, deep in the name and name.

这让我想起每日穿行于公司的快递小哥们，我清楚得记得每次光临的顺丰小哥都会响亮地报上自己的公司名号-“顺丰快递”；而其他快递小哥则是一声不吭地往某个不知名的办公桌上搁下包裹，然后就高效地消失于门口，深藏功与名。

This reminds me of Song dynasty-Tanggeng 《documentary》: "Mountain monk not calculating time, a leaf fell to know the world autumn.

这让我想起了宋·唐庚《文录》:“山僧不解数甲子，一叶落知天下秋。”