Okay, now we're going to exercise I'm going to challenge you, I will present you with a situation where it will force you to think about making decisions. But not only that is how to prioritize decisions, how to prioritize objectives. This is a real story. So just pay attention. Listen, because it's a very interesting story. It's also very, very clear on on the importance of prioritization here.
So this story is about Gina, she works for the Postal Service's, the Postal Service's world is not doing that great. You know, this is in Denmark. So, who sends postcards? Nobody, you just do everything with Facebook and WhatsApp and so the postal services are not doing great. The company is not doing great. And they have to six months to turn around the company so there's a sense of urgency.
Often turnaround is needed to turn the company around. Gina loves her job. She Been working there seven years and she goes to work happy every day she loves to walk and gift packages and letter in her small town. What happens is that the CEO of the Postal Service, comes back after a strategic retreat and talks to the people and talks to the employees and say, listen, we're in a struggling situation, we need to turn around this company, we love the company, but the market is not there. So either we change, or we will have struggles. And we probably need to close the company in six months.
But I have very good news, we come up with a new strategy. And if you guys follow this strategy, you meet the goals. We're going to say for company, we're going to turn around and you'll keep your job. So what's the strategy about just two goals? Listen to me, you just need to do two things. First.
I like that we do things a bit more efficient. So instead of delivering the packages and the letters in Six seconds, we're going to do it in five. Okay, a bit more tempo that will increase our efficiencies, more volume. And the second last objective is customer satisfaction. So what I would like is that you smile more, or our customer satisfaction ratings have to go from 75 to 80%. We're here for the customer.
We're here for the motor. So to object this, go and do them, so that's what happens. Go and do them. Gina is very happy. She knows what to do to safer job and how can she contribute to make it happen? during the day, she comes to a door and the door opens she was going to deliver a letter, the door opens and there's an old lady there and she said, Gina, come.
Come I want to talk to you. So Gina is very happy because she says customer satisfaction is going to be to the roof. While she's walking to the lady. She stopped she thinks How about efficiency is not going to be five seconds. I might spend 50 seconds or five minutes. So she's paralyzed.
She doesn't know what to do. So I'm going to show you five options. And tell me think about which one will you take here first, ignore the lady. Just ignore focus on the first KPI efficiency. ignore your five seconds. That's this target option to just tell the lady I call you later I'm too busy now.
I call you when I'm done working. option three, going talk to the lady but very quickly say nice shoes and then ran away. option for look at the lady go inside after coffee and just listen to your customer. Option five, go in and try to sell her something from the post that she doesn't need. So think for a second Which of these five options that you see on the screen would be your choice which decisions you will make? Remember, your job is a stake.
Her job is to stake you can save the company