As I’ve grown up I have seen many changes and most of them have been for my benefit. When I was a kid winter meant de-icing the inside of the bedroom window and a very quick scamper to the unheated bathroom for a quick lick and to get dressed appropriately for the cold day ahead.
We never had a telephone at home and all things digital were limited to our Sinclair Spectrum 48k and alarm clock. Friendships were based on local school mates who loved within a cycle ride from where you lived, except in winter, then it really snowed and hopefully you got a couple of extra days off school and Dad would be off work to help with building a snowman and a snowball fight.
Normally every Tuesday Mum would take Grandmother in Granddad’s car to the local town to by the groceries for the week, a tedious job except when it was school holidays I’d tag a long with the promise of helping, but really hoping I get to spend my paper round money on a new Airfix kit.
It’s great to look back at my childhood at how things were and how growing up was a wonderful time as it seemed so simple then.
Of course things have changed a lot since those days, 40 years or so have passed and progress has been rapid in terms of technology, connectivity and the standard of living has improved immeasurably, the only ice inside the house now ends up in an occasional G&T. One thing has remained the same; the value that other people bring to my life, even though those I call friends are different as my oldest active friendship is around 30 years old, 10 years after my memories.
The impact of technology has probably brought about the biggest benefits, comfortable home living, entertainment on both the big screen TV and the handheld devices such as my Ipad and smartphone. Perhaps one of the disadvantages is how we communicate and build relationships with other people, whilst it’s fantastic to be able to reignite or continue long distance friendships, it has also opened the door to online bullying and a level of rudeness that quite honestly could have earned a punch on the nose back in the day.
Convenience has been brought into our homes, we can order goods, essentials and luxuries, without the need to get up from our seats. Nor do we have to speak to anyone during the process which is completed when the goods arrive the next day or in comes cases later that day. Its all fantastic when it goes as planned, but there’s a large storm on the horizon when it doesn’t.
For some time companies have designed their processes and technology around efficiency based on what works for themselves rather than the customer, I know this as I am that customer whose experience says that things are heading in the wrong way.
The solution comes from understanding people want contact with someone who is empowered to prioritise them, understand their situation and ultimately help them. Methods of customer contact have diverged over the past 10 years or more with most of the newer methods focusing on the majority of straightforward contacts. Staff have not been supported in how to help other customers and it makes bad situations worse.
I’m not saying we should “hark back to the good old days”, but it’s never too late to make sure that your customers feel like they are an individual person, who can be met by someone similar who is empowered to listen and help them.
At Select Planning we focus on the benefits of people and how to ensure your company have the right people with the right empowerment, ability and demonstrating the value this adds to staff, customers, and the company.
Contact either myself or Adrian, we’re ready to prioritise and listen to you and I promise the only ice will be in your celebration G&T.
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