A step – In the wrong direction

By
Real Estate Broker/Owner with Pareto Realty TN #251071

A step – In the wrong direction

“One small step for (a) man – One giant leap for Mankind”

When a business focuses on improving “convenience” in the purchasing process, who benefits?

Under the guise of “Convenience”, I believe many companies are missing the point.

The more I think about all of the ways those who “serve” us consumers more “conveniently” are actually stepping in the wrong direction.

How is pumping your own fuel more convenient . . . or learning the Self-Check-out at the grocery . . . or placing your order at the kiosk . . . or ordering on-line for pick-up or delivery?

So, how is it more convenient for the customer to have less interaction with the “expert” in every transaction? What if you have a question that’s never been asked before, so there’s not (yet) an answer in the AI Chat or “Help”?

This is a matter of scale.

When the scale is HUGE, the companies seem to have the attitude that it’s OK not to offer personal touch because they can “afford” to lose the customers who want it . . . They provide only the level of service required to complete the transaction with the mass of (wo)men who lead lives of quiet desperation.

Who benefits most? The business owners, until things shift at which point they’ll suddenly “care more”.

Many banks are catering to this with more interpersonal (Living Room feel) in their branches.

I had an experience with the local Carrabbas this week and mentioned it in today’s Drive Time Video.

 

Published by Barry Owen 

Strategist-CEO of Pareto Realty Real estate sales Professional Inviter-Facilitator-Practicer of Open Space Technology Opening safe space for people & organizations to self-organize around issues & opportunities BarryOwen.US Invite-Listen-Love 

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Barry Owen

Founder
Principal Broker
Pareto Realty
Nashville, TN

615.502.2080
www.paretorealty.co  
Call me: 615-568-2123
email me: barryo@comcast.net

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Rainmaker
1,491,090
Kat Palmiotti
406-270-3667, kat@thehousekat.com, Broker, Blackstone Realty Group - brokered by eXp Realty - Kalispell, MT
The House Kat

I was in an airport this week, and wanted a bottle of water. There was a worker standing at a booth that sold water and bagels and the like. I grabbed the bottle of water from the stand right in front of him, handed it to him, and he said, oh, no, you can't buy this here. You have to take it to that self-check-out thing over there. So I went over and did figure it out, but it took more time and was a bit annoying. I didn't find that convenient at all.

Dec 11, 2019 06:09 AM #1
Rainmaker
1,834,283
Lottie Kendall
Compass - San Francisco, CA
Helping make your real estate dreams a reality

Do you remember when banks were open few hours, like 10:00-3:00, Monday through Friday? Finally enough competition and demand for better service resulted in a massive shift. 

Dec 11, 2019 08:06 AM #2
Rainmaker
2,631,484
Myrl Jeffcoat
GreatWest Realty - Sacramento, CA
Greater Sacramento Real Estate Agent

I just came home from the local Walmart.  Two checkout lanes had clerks and really long lines.  But, the numerous self-checkout lanes were available.  However, there is almost always something in my cart that requires special attention.

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