no matter how silly it might sound to be.
This is a real story that happened between the customer of General
Motors and its Customer-Care Executive.
A complaint was received by the Pontiac Division of General Motors
This is the second time I have written to you, and I don't blame you
for not answering me, because I sounded crazy, but it is a fact that
we have a tradition in our family of Ice-Cream for dessert after
dinner each night. But the kind of ice cream varies so, every night,
after we've eaten, the whole family votes on which kind of ice cream
we should have and I drive down to the store to get it.
It's also a fact that I recently purchased a new Pontiac and since
then my trips to the store have created a problem. You see, every time
I buy a vanilla ice cream, when I start back from the store my car
won't start. If I get any other kind of ice cream, the car starts just
fine. I want you to know I'm serious about this question, no matter
how silly it sounds What is there about a Pontiac that makes it not
start when I get vanilla ice cream, and easy to start whenever I get
any other kind
The Pontiac President was understandably skeptical about the letter,
but sent an Engineer to check it out anyway. The latter was surprised
and greeted by a successful, obviously well educated man in a fine
neighborhood. He had arranged to meet the man just after dinnertime,
so the two hopped into the car and drove to the ice cream store. It
was vanilla ice cream that night and, sure enough, after they came
back to the car, it wouldn't start.
The Engineer returned for three more nights. The first night, they got
chocolate. The car started. The second night, he got strawberry. The
car started. The third night he ordered vanilla. The car failed to
start. Now the Engineer, being a logical man, refused to believe that
this man's car was allergic to vanilla ice cream. He arranged,
therefore, to continue his visits for as long as it took to solve the
problem.
And toward this end he began to take notes he jotted down all sorts of
data time of day,type of gas uses, time to drive back and forth etc.
In a short time, he had a clue the man took less time to buy vanilla
than any other flavor. Why The answer was in the layout of the store.
Vanilla being the most popular flavor, was in a separate case at the
front of the store for quick pickup. All the other flavors were kept
in the back of the store at a different counter where it took
considerably longer to check out the flavor.
Now, the question for the Engineer was why the car wouldn't start when
it took less time.
Once time became problem - not the vanilla ice cream Eureka!!!! The
engineer quickly came up with the answer vapour lock.
It was happening every night; but the extra time taken to get the
other flavors allowed the engine to cool down sufficiently to start.
When the man got vanilla, the engine was still too hot for the vapour
lock to dissipate.
So then, Even crazy looking problems are sometimes real and all
problems seem to be simple only when we find the solution with a cool
thinking.
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