Machine? Tell me what to do
Recently I went to get a sandwich and had an experience
which my friend and colleague Kat Tillman said- “hey that would be a great blog
post.” So, alas this social media strategist is finally walking the walk and posting
to the ZAAZ blog. Ok, so here’s the deal – I ordered my sandwich on a super
handy kiosk and even paid with the handy-dandy swiper dealy. Then, decided after a couple minutes of
standing in the way of everyone for my completely automated order that I wanted
an iced coffee. So I walked over to the adjacent coffee bar (inside the
sandwich shop). Did I mention that they give you a vibrating sandwich notifier
thingee? Anyway, I waited at the coffee stand for nearly 10 minutes (not
exaggerating). Then, Kat (on my behalf) asked one of the 20 plus staff if there
was a coffee person around? Their answer back was “did you place the order on
the computer?” Hummmmm. No! Why would I think you could order both sandwiches
and coffee on their friendly kiosk?
Then it dawned on me – technology doesn’t take the place of good
customer service. Of the 20 people making sandwiches and managing screens, no
one noticed I was waiting to order the old fashioned way. It’s an issue when we
spend all our time looking at screens waiting for them to tell us what to do
next. As a gadget girl and social
media DB I am here to say – “look up and take notice. There are people (and
potential customers) all around you. Are you really engaging with them anymore
or are you expecting your technology to take up the slack? Your brand should be
enhanced and extended by technology not ruined by it.” I believe no amount of
technology, automation or social media can replace good customer service.
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