Five Whys a No-Show Spike
Apply Five Whys to diagnose a retail process issue without stopping at the first symptom.
Saturday appointments fell to 14 shows out of 31 set, and the team is blaming lead quality. Five Whys: move from symptom to controllable process cause The common trap is stopping at the first emotionally satisfying answer: "bad leads," "lazy follow-up," or "customers do not respect appointments." Those answers may contain frustration, but they do not reveal a process lever the store can improve. Why 1 Why did only 14 of 31 appointments show? Because many customers never confirmed after the initial appointment text. Why 2 Why did they not confirm? Because confirmation texts were sent at 9:00 a.m. for…
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