Author: David Avrin
Stop shoving Do-it-Yourself Options technology on your customer that serve you, but not them! I drop in to my local Wells Fargo branch to get a document notarized and the teller at the counter directs me to scan the QR code on the poster nearby to get on their “digital waiting list.” I say […]
Stop shoving Do-it-Yourself Options technology on your customer that serve you, but not them!
I drop in to my local Wells Fargo branch to get a document notarized and the teller at the counter directs me to scan the QR code on the poster nearby to get on their “digital waiting list.” I say “ok,” as my iPhone opens the website. I fumble for my reading glasses to decipher the small text boxes and try to find a place sit down to navigate this process, but there is still no furniture in the bank branch. So, I sit on a random side table stuck in the corner.
Halfway through the questionnaire, the website freezes, not allowing me to go to the next step in the sign-up process. Now to be clear, I am 15 feet away from the person who can notarize my document, but I am still trying to use the online form to get in the digital line.
I go back up to the counter and show the bank teller that the website is not functioning and ask if there is a clipboard, or if I can just go over to the person when they are free. She apologizes and says that the online digital waitlist is the only way to get in the queue. Meanwhile two other people arrive, navigate the online form effortlessly and move ahead of me. Twice I return to the teller who just keeps apologizing and shrugging saying there is nothing she can do.
After nearly 20 minutes (I kid you not) of sitting on the side table 15 feet from a bank rep trying to navigate the digital waiting list, a bank manager walks by and ask if I’m being helped. I express my frustration and tell them I am not being helped and person after person is passing me by because I am not allowed to see a bank rep without getting on the digital waiting list…which is not functioning on my phone. Long story short, they intervened and got me the help I needed.
Just because you’ve created a touch-less way for your customers to serve themselves during Covid, does not mean that you can now wash your hands of returning to serve them as well. Just because you took something off your plate, doesn’t mean the new process is preferable for your customers. No more Covid excuses! Sure, you have cool new processes, but help your customers who do not wish to, or cannot help themselves.
What are the most frustrating do-it-yourself tasks that you encounter?
Article written by: David Arvin
Contact Us at WeSpeak Global and follow us on Twitter
Author Profile
The articles, video and images embedded on these pages are from various speakers and talent.
These remain the property of its owner and are not affiliated with or endorsed by WeSpeak Global.
If you don’t prioritise your sleep, you are putting your health at risk. Good quality Sleep Weight Health is the diet pill we’ve all been looking for, the ultimate wrinkle cream and the secret to longevity. And guess what? — it’s free! When we think of our beds and our pillows, we often forget […]
Power posing for success is a simple strategy that you can use to reduce anxiety, improve your ability to deal with stress, and boost your confidence. Besides, it takes less than two minutes and produces immediate results. Adopting a Wonder Woman’s pose might change your results or even your short and long-term success. Power Posing […]
Leaders Mistake Hard Work to company growth, success or anything else. It may even lead to something on the other side of the spectrum, burnout or possibly even the end of a company or a career. Let me ask you something. Do you think companies (or careers) on the decline are working hard, or not? […]
The Role of a Virtual Emcee, a guide is the one steering you on the right course – a firm hand halting you from treading where you shouldn’t, and it’s the instructions researched and tested to provide you with the best results too. Therefore, a guide is also intrinsically necessary for the optimization of an […]
I have heard I’m not really a water-person statement so many times. But what does it really mean? You come from water, you drink water, and it turns out – water knows you very well whether or not you want to be part of the relationship. We are all water people, you might just not […]
What many people don’t realize is that they can actually Make Your Own Luck, by changing their beliefs about themselves and what will happen in their lives. This sounds absurd, but it makes a lot of sense once you understand the logic behind it all. People tend to think that luck is something that is out […]
I had a recent team meeting where I brought our Caring Inclusive Listening Leadership coaches together to discuss an idea regarding the community. The call ended up going in an entirely different direction, but ended up in an amazing place. As the conversation grew, many strong opinions came forth on all sides, but I trusted each of them […]
Yet Mr Gates’ programme itself is not inherently evil and why you can do better without slides. Ouch!’Death by PowerPoint.’ That’s the commonly used term. Jim Nelson, a man who served as a translator between the American and Russian troops in Bosnia, tells a story about the Russians watching with bemused fascination as their unlikely […]
Our Mission
© All rights reserved 2025. Created using VOXEL THEME
