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
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.
The inflexibility of the demands you place on yourself can make you unadaptable and Are You Making Demands. Our thoughts and beliefs shape the world that we live in. The inflexibility of the demands you place on yourself, other people and the world around you may mean that you don’t adapt as well to reality […]
The old saying, “What got you here won’t get you there,” applies as a Skill You Need to Master to your professional life today. The world is quickly changing as well as the competitive landscape. Whether you are running a business or trying to increase your career equity, ramping up your skill set is important. […]
I posted this about Hole in the Wall and Coffee Bay yesterday for Incredible Adventure Destinations . It’s a classic view of EsiKhaleni! This is a series of 9 episodes taking you on another Wild Journey into the heart of South African Adventure traveling. Follow explorer and adventurer Peter Van Kets and photographers, Jacques Marais, […]
A common problem new pilots struggle with is avoiding a PIO or pilot-induced oscillation. So how do we Stop the Cycle as We’re all familiar with the concept of overcorrecting in a car. A deer runs out, you’re driving tired, you’re near the edge of the road, and you yank the wheel the other direction […]
I’m already working–virtually, of course–with clients on what comes after COVID and what the future may hold. One trend is clear: the “virtualization” of our world has greatly accelerated. Work from home, telemedicine, virtual shopping, distance learning, socializing, exercise: more activities than we might imagine will move to the virtual world during the rest of […]
This year I am participating in the One Foot Forward Challenge to raise money for Black Dog Institute. They bring together the strength of a medical research institute and a not-for-profit organisation dedicated to improving the lives of people affected by poor mental health. Their mission is to enable mentally healthier lives through innovations in […]
Do you remember what life was like right before you received the message of biggest trap in business that confirmed your appointment as executive? Or before you started your own business? Or before you took over the family business? Opportunities lay ahead like an orchard of fruit trees ripe for the picking and everything that […]
I was concerned about working virtually and leading through adversity so In March 2020, when the world shut down and my live event calendar was wiped clean As my speaking business went online, I wondered if it would survive the transformation. Would I still have an impact? Would I still matter? I’m sure you […]
Our Mission
© All rights reserved 2025. Created using VOXEL THEME
