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Interview Notes:
Interview Details
Purpose of Gain more details about and determine the potential root cause of Bob’s Towing
Interview: losing towing jobs
Name: Bob Smith
Title: Owner and Operator Email: bob@bobstowing.com

Date: 01/30/2018 Time: 1:00pm (30 minutes)

Location: Meeting Room A Record?: No

Interview Questions

Question 1: How do you know you are losing towing jobs?

Notes: Revenue dipped in September 2017. Looked at data and realized the number of
completed towing jobs had decreased, but the volume of dispatches was relatively
the same as normal.

Question 2: When did you first hear about this happening?

Notes: In September 2017. August 2017.

Question 3: Why are you losing towing jobs? (five whys)

Notes: Unsure. Drivers are stating more customers are gone when they arrive.
Don’t know why they are gone.

Question 4: What steps have you taken to try and resolve the issue?

Notes: Talked to drivers – normal acceptance rate. Talked to dispatch – only sending one
company out.

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Question 5: Who else should I talk to about this? Who would have knowledge of the issue?

Notes: Drivers

Question 6: Is there anything else that I should have asked, or any other details you can provide?

Notes: Revenue is down nearly 20% from last year. Need to get this resolved ASAP.

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Additional Interview Notes

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