Putting the computer in customer service

Given the proliferation of self-service stations at airports and grocery stores, it’s not surprising to see self check-in station at hotels. Here at the Rosen Hotel in Orlando, the self check-in stations are located near the check-in desk. As I approached one of the stations last night to check-in, a women behind the counter said, “I can help you”. She was efficient and professional. She sensed this was my first time at the hotel and helped me find the elevators. She told me about the free internet and spa. She even suggested a restaurant close by.

I’m not sure what I think about these computers taking over for people. Although they can make the whole process more efficient when a line starts to form, it’s one less opportunity for the hotel to connect with their customer. The self check-in stations might get the job done but I can’t imagine they are able to connect with a customer like another human can. They can’t read that I might feel a little bit lost and guide me to the elevator. And they can’t give anyone a warm, happy to have you here, smile either.

In the near future, will most entry level greeter/admin type jobs be handled by a computer station? 

Southwest Airlines

A few weeks ago I was looking to book a flight from Seattle to Orlando. Using the preferred Microsoft travel site, the best price I was able to find was $917. That sounds even more absurd today than it did back then. I decided to search Kayak and was able to find similar flights for around $750. That still sounded high so I checked prices at Southwest Airlines and was a bit surprised to find a flight for $580. That seemed a lot more reasonable so I booked a ticket with them.

When I told several of my coworkers that I booked a ticket with Southwest they laughed and hassled me a bit. I guess traveling on Southwest isn’t very cool since they don’t have a first class section. I was surprised to hear them say how much better Delta or United is. I guess they don’t read Consumer Reports where Southwest was rated at one of the top four airlines, well ahead of Delta or United. Here is what they said:

If JetBlue, Southwest, Frontier, or Hawaiian flies your route, look no further. All four of those airlines provided a superior experience, according to CR readers, at a price that?s often lower than their competitors.

I am a big fan of Southwest. I’ve flown a number of airlines and Southwest and Alaska Airlines are my two favorites for travel within the US. Of those carriers serving Europe, SAS is my favorite although British Airways and Lufthansa are also very good.

One reason I enjoy flying Southwest is their employees are always happy and make me feel like they appreciate my business. They also don’t take themselves too seriously. After the stress of getting through line after line at the airport, it’s refreshing to be among a group of people who genuinely like their jobs and go out of their way to help.

Calling a Cab

I called Yellow Cab tonight to schedule a ride to the airport tomorrow morning. I got off the phone and this thought came to mind:

Has there ever been a time where I have called to reserved a cab and the person taking my reservation expresses even the tiniest bit of gratitude that I decided to do business with them?

I’ve called to schedule dozens of cabs and I can’t recall a time when I’ve been asked anything other than my phone, name and address. Would a simple, “Thank you for choosing Yellow Cab” kill them? taxicab

I wonder if the people taking the reservations are outsourced and are paid by the number of appointments they setup. I wonder if the owners of these cab companies have ever called in to schedule a cab to hear just how their customers are being treated.

Why is it that when I spend three bucks on kids hot chocolate at Starbucks the employees there treat me like I spent $300? Yet I spend $50-$80 on a cab and consider my trip a success if I leave the cab not smelling like an ashtray.

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Name the Product

I saw an advertisement for a sleeping product tonight which included a beaver, Abraham Lincoln and a deep sea diver. It’s one of the weirdest ads I’ve ever seen.  

Can you name the product?

It’s been an hour and I’m still thinking about how dumb this ad is yet I’m still thinking about so, on one level, the ad worked on me. Yet that’s of little consolation if I can’t recall the name of the product to “ask my doctor” about.

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My Favorite things under 25 bucks

Moleskin Notebook ($15) – My favorite is the “Large Ruled Journal”.moleskin I keep one at home and one at work. Makes it easy to jot down notes, take to meetings and doodle during conference calls.

Clinique_Liquid_Facial_Soap_Mild-resized200Clinique Facial Soap ($22) – Not cheap for soap but it lasts a long  time. I’ve been using this for years and it’s the best.

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Sigg Water Bottle
($20) – I keep one at work and one at home. Super well-made and water just tastes better out of these. 

red-stapler Red Swingline Stapler ($15) – Perfect weight, perfect form in the only color giving you Office Space cred. I keep one at work and one at home. speedshine

Griot’s Speedshine ($10) – Sometimes your car is a bit dusty but you don’t want to wash it. This is the stuff you want in those situations. It’s so good it makes your car look like you waxed it. 

ratpadgsb Ratpadz Mouse Pad ($15-$25) – If you try one these, you’ll never want to go back to cheapo mouse pads. Smooth as butter and will last forever.


P_JOTTER_BLK_BP_HIParker Jotter Ballpoint
($5) – Parker has sold 750 million of these pens since 1954. The original, the icon. You can spend a lot more but you don’t need to. 

henckelHenckel Nylon Turner  ($15) – We have two of these and they get used more than any other kitchen utensil we own. You can’t go wrong with any of the Henckel tools but this one is my favorite.  ob-vitality-precision_sm

Oral-B Vitality Toothbrush ($20) – I like this model better than the $80 one I bought years ago from Sonicare. It can go several days between charges, is inexpensive and replacement brushes don’t cost an arm and a leg. Costco carries a 2-pack for under $30. 

Company has interesting vacation and expense policy

I was browsing the website of a company and found my way to a page that listed a few of the main reasons someone might enjoy working for this company. Of those listed this one stood out. This sounds like a great company to work for.

Can you guess the company? Read the description below and click here for the company behind it.

Rules annoy us. We believe in freedom and responsibility, not rules.

For example, our vacation policy for salaried employees is “take some” – there is no limit on vacation as long you get your work done. Similarly, our travel expense policy is “travel as you would on your own nickel.” That’s it. No soul-sapping policy manuals for us.

I worked for a company that allowed an average of $75/day for food when on business trips. This gave us the flexibility to eat cheap for a few days and then enjoy a very nice meal one night. The policy was later changed to “not more than $75/day”. This didn’t go over very well with the employees. One employee made a point when he expensed $75 worth of cinnamon bears as a days worth of meals. I’m sure the company had good intentions on the change in policy. But to the employees it felt like a vote of no trust. Companies that trust their employees to make reasonable decisions usually end up with employees who make reasonable decisions. But when employees feel rules are put in place because they are not to be trusted should understand that employees will act out in a similar manner.

My Top 5 Reasons for not getting an iPhone

5. Too expensive – Add a case, belt clip and extra battery and you’re closing in on $650 for the least expensive model.

4. My Motorola Q is a few weeks old and working quite well, thank you.

3. No removable battery – Not an absolute deal killer but pretty lame.

2. No Exchange Server support – I can’t give up having access to my corporate email. It frees me up from having to drag my laptop around. I could give up Messenger, but I don’t have to with my Q.

1. AT&T Coverage at my house is very poor – Verizon is the only carrier that provides acceptable coverage at my house. This isn’t Apple’s fault, but is a definite deal breaker.

Having said that, the iPhone is lust worthy. I’d buy one in a heartbeat if it came to Verizon and I could access my corporate email.

Always Hiring

I drove by the Taco Bell on the way home from work yesterday. They recently updated their look with a more modern looking building and fancy new sign. The sign read: “Always Hiring”.

I understand there is a high percentage of turn-over at most fast food businesses, but if you were looking for a job, would you apply at a place that’s always hiring? When I first read the sign I took it mean, “We are always hiring because people are constantly quiting”.

Open Letter to Costco

Dear Costco:

I know we have a love/hate relationship. I love your prices and large quantity products like the mondo box of Slim Jims. You make it exciting by moving stuff around so that my shopping experience feels like a game of “hide and go seek”. I can get over the lack of assistance on the floor and “no signs” approach. It helps me get my daily exercise when I have to walk up and down every single isle looking for that 3 lb. bag of raw almonds. Oh there you are, next to the tires! These traits are endearing and the very reasons I continue coming back for more.

But here’s what I can’t deal with any longer: Smiley faces. You know what I’m talking about. Those adorable smiley faces your door enforcers draw on my receipt when I happen to bring one of my kids along.

Going forward I’d like to suggest this rule: No smiley faces whatsoever if there is more than one person in line. I’m tired of being the 8th person in line to get out the door while one of your enforcers decides to go all Picasso on us.

Regards,

Brett