I was speaking with some staff at a gas station yesterday about how their industry is becoming more and more of a self-serve business, and perhaps losing some of its personalization.
When people ask me why I think customer service is heading in the wrong direction, I often cite our continued obsession with becoming a self-serve society that feels at least some of its identity is held in our hand-held devices; as just one of the problems.
As we become more social” as in “social media”, in many ways we become less social as in “real life”, and I often wonder how many years our obsession with bigger, badder, faster, will take us backward in the long run – especially in relation to our ability to serve customers with passion.
In either case, when I had a quick conversation with these two employees of the gas station I was at, I brought up how the pumps are going more self-serve, elimating more and more the need for gas station attendants, and they seem to feel the more they go self-serve the more their station will need in-store employees serving customers, and that customer service hasn’t suffered in anyway as we become more of a self-serve society that focuses sometimes more on the person on the data device than the person in front of us.
I’d be interested to hear what you think.
In my opinion, the facts seem to indicate that gas stations have less in-store employees than when their pumps were all full service, and the service I’m experiencing has suffered – remember the days when the person working at the station was excited to have a conversation with the person getting the gas while perhaps checking their oil, asking if they wanted their windshield washed and so on.
So, what do you think?
THAT IS ALL,