I'm always suspicious of companies that use technology as a barrier between them and their customers. It happens. Most of the time it is a precursor to bigger problems, perhaps even the demise of the business.

Barrier technology first came to my attention over a decade ago. It bubbled up when calling company receptionists. You know the drill, "if you know your party's extension you may dial it at any time...... blah, blah, blah..." I've become so hardened to this nonsense that I automatically dial zero as many times as needed to either get an actual person or finally exhaust all hope of doing such. Needless to say that as long as I was responsible for the receptionists at IHC we had helpful humans answering the phones. I don't know what's happening there now.

I thought of this as I checked in at the Delta counter in the Reagan National terminal. Just two months ago I first experienced the customer non-service at this counter. I approached the "friendly" Delta employee and greeted him warmly. He pointed and grunted. What? What was he trying to convey? I asked if he could help me. "If you have an electronic ticket use the self check-in." What? Obviously I was a nuisance.

I stood and watched for a couple of minutes. It didn't take much to figure it out. But the impression that I was a "problem" that they were trying to solve stayed with me. So I was prepared when I approached the Delta counter on Thursday afternoon. The first thing I noticed was that the self check-in machines had been moved. Instead of being across from the counter they were right next to it. If I had problems there was a real Delta employee within easy conversation distance to assist. Much better.

Home Depot has recently installed Self Check-out counters. So it came as no surprise to me when I heard that they are having some financial problems. It figures. Probably some accountant's cost saving measure. But I wonder about the message that the store sends. To me if feels like I'm being told, "just make your purchase and get out of here. We really don't want to talk to you or help you."

I remember just before K-Mart filed for bankruptcy. They installed those self check-out machines. I tried them a couple of times. Half of the items didn't register as being placed in the sack. So this annoying electronic voice kept accusing me of not doing "it" right. Then all of the CDs and DVDs had to be taken to the Customer Non-Service counter. It was a pain.

So now whenever I see a self check-in/out machine I think that this is a company in trouble. I also think that they are trying to solve their problems through technology. Then I smile and sigh. It's this kind of thing that gives geeks a bad name.........
9:18:00 PM    comment []