How far can you cut service??

Real Estate Agent with Coldwell Banker Coast 200305001

How far can you cut service and not bring a company to its death? On July 3rd Roger Mucci here on Active Rain wrote a blog, "I want to talk to a person quit telling me to press a number" This is irritating and a way around hiring a receptionist.

What about stores that have U Scam U Scan for check out. 1 person can oversee 4 stations, eliminating 3 jobs. Newspaper's are anther one that has cut services. I could go on and on with examples.

The questions are how far can you cut service and stay in business? How much effect does this have on turning the economy around so things will be better for businesses? Your Thoughts?

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Rob Shepherd -  ABR, GRI, REALTORS® for Florence Oregon Real Estate
Expert in helping those buy or sell Florence Oregon property and retire in Oregon. Call me anytime or visit my website for local listings and information on Florence Oregon.
Email: 541-991-0607


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Edward Gilmartin
Boston Homes - Boston, MA

The world changes. ATM machines are very convenient..once you could only get money when banks were open. Who wants to wait in long lines at cash registers when you can just scan your items and move on quickly. As for service business's it is best not to have your customers go through a step or two to talk with you.

Jul 13, 2012 06:40 AM #1
Sussie Sutton
UTR Texas Realtors - Pearland, TX
UTR TEXAS Realtors - Rep for buyers and sellers.

I think that if you get automated help when dialing that the company should also have a button to press if you want to opt out of automated help. Older people can not work with automated services. Am I one of those people? Maybe.

Jul 13, 2012 06:51 AM #2
Roger D. Mucci
Shaken...with a Twist 216.633.2092 - Euclid, OH
Lets shake things up at your home today!

Thanks for the mention Rob.............anxiously waiting to see what others have to say, you know how I feel!

Jul 13, 2012 07:38 AM #3
Rob D. Shepherd
Coldwell Banker Coast - Florence, OR
Principal Broker ABR, GRI

Edward: I agree with the ATM idea. I live in a town of 80% elderly, they do not like it.

Sussie: I agree to the opt out for sure.

Roger. I have that picture stuck in my mind!

Jul 13, 2012 07:48 AM #4
Jill Sackler
Charles Rutenberg Realty Inc. "Said and Done!" - Merrick, NY
Long Island's South Shore Real Estate Agent

I think we're about to find out just how far they can go in reducing customer service. Here's the thing: People get used to just about anything. After a while, it's all you know.

Jul 13, 2012 02:27 PM #5
Ernie Steele
Berkshire Hathaway HomeServices Homesale Realty - Lebanon, PA
Lebanon, PA Real Estate 717-273-3774

Good morning Rob...I was in a 'mood' the other day at the grocery store and just plain refused to bag my own purchase...The cashier wasn't happy with me but she's the one on the payroll...I thought about it later and realized I was a little harsh with my action...It wasn't her fault that her company doesn't hire more people...Enjoy your day.

Jul 14, 2012 04:56 AM #6
Rob D. Shepherd
Coldwell Banker Coast - Florence, OR
Principal Broker ABR, GRI

Jill: Thats what I fear.

Ernie: I DON"T mind bagging, I am not a certified bagger. So 20 items takes 17 bags if I have need for extra bags at home!

Jul 14, 2012 06:15 AM #7
Cindy Westfall
Premiere Property Group,LLC Portland Metro & Suburbs Oregon - Tualatin, OR
ABR,GRI Your Tualatin & Portland Metro Real Estate

Hi Rob, I think that it will make people appreciate good service that much more because it will stand out. I still think that there are some areas that offering options will work, but cutting things out all together and not cutting the costs that should go with it will backfire over time. I haven't read Roger's post, but I too hate when I get the stupid digital voice that can't go off the script. Once, I was on the phone and got so frustrated that I screamed in the phone "I just want to talk to a %&^ person!" and a voice came on and said "I will connect you with a customer service representative". I guess they do have people listening in..LOL

Jul 19, 2012 07:47 PM #8
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Rob D. Shepherd

Principal Broker ABR, GRI

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