Under Construction
We all love to complain about road construction, especially when it all seems to happen at once. During this week's encounter with road construction here in New Jersey, I realized the DOT gets a lot right in serving its consumers in the midst of change.
1. For big projects they give plenty of notice: "On or about October 15, construction will begin." And it's only August.
2. The work is done when traffic is light: "Lane closures 9pm-5am."
3. They tell you what to expect: "Uneven Pavement," "Men in Roadway," "Expect Delays."
4. They alert you about emergencies: "Water Main Break," "Lower Level GWB Closed."
5. They offer alternative options: "Detour," "Plan Alternate Route."
6. They hit you on an emotional level--in just 6 scribbly words: "Slow Down. My Mommy (or Daddy) Works Here."
Hey, I'm no fan of traffic. And NJ tolls? Don't get me started. But, the DOT knows how to get my attention, seems to be concerned about me getting to where I'm going on time and that I'm prepared for unusual driving experiences. That puts me at ease, makes me think they're doing this for me, and reassures me that in the end it will all be okay and probably better than before.
What I wish they did better was share the big picture. Six months in to the year-long construction project, you're still wondering "What is it they are doing?" or "How can this possibly make it any better?" And how about a celebration for motorists upon completion? Maybe just one more sign that says,
I'd love to hear how your organization is getting it right, especially during times of change.
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Comments
Awesome post!! What a great metaphor. Love it.
Posted by: Maddie Grant | September 8, 2010 10:55 AM
Great post, Carolyn. I definitely admit to having road rage in the past (thank goodness I now live in a place where I don't need to own a car!) and construction is definitely frustrating. I've never seen No. 6 signs anywhere, but I have to say, that would definitely make me pause and slow down.
Posted by: Shannon Otto | September 8, 2010 1:35 PM
At a reconstruction project on the Illinois tollway in the Chicago area, a really huge sign states the description of the road work and reminds motorists that the pavement is 50 years old. Most are delighted it is finally being replaced.
Always give truthful explanations that people will understand and do it in a way that is likely to win their support.
Posted by: David M. Patt, CAE | September 8, 2010 5:23 PM
Shannon, aah, Road Rage. Seems like there is nothing worse when you're in the car alone and you want to rant to someone about your frustrations. Then the traffic dissipates
and you forget how you wanted to strangle someone just a few minutes earlier. And by the time you arrive at your destination and someone asks, "How was your commute?" you answer lightly, "It was okay, just little traffic."
Must be a lesson in there somewhere for us and our members.
Posted by: Carolyn Hook | September 9, 2010 9:59 AM
Shannon,
I agree. The truthful explanation is the way to go. It sounds like the IDOT has won your support!
Although my quick online search for a photo of the sign came up empty, I did find several news items about the multi-year project announcing times when tolls were waived, where to find the most up-to-date construction info and a recent interview with the Illinois State Toll Highway Authority Executive Director who said, "Our first priority is that our customers have a good customer experience and that we're doing the right thing for them." http://articles.chicagotribune.com/2010-06-21/news/ct-met-tollway-boss-qa-0621-20100620_1_illinois-toll-highway-authority-illinois-tollway-tollway-authorities
The "first priority!" Makes me wish I were and Illinois motorist.
Posted by: Carolyn Hook | September 9, 2010 10:22 AM