Saturday, December 10, 2016

Self Service/Customer service evolution

Self Service/Customer Service Evolution

I was made aware of another event in the evolution of self service this past Friday.  Southwest Airlines, the champion of “you find your own damn seat” thinking, has taken it to the next step.  Now customers scan their own boarding pass when getting on a plane!  Yes, another “do it your damn self moment”.  I was flying back from Orlando when the gate attendant  told us that they “do it differently” in Orlando.  Along with having the pleasure of standing between two lightning rods as you await seating, now Southwest Airlines apparently is having customers scan their own boarding passes.  You know what’s next don’t you?  Soon passengers will have to load their own bags into the cargo hold of the plane.  So, after you clear through security you will be asked to go out onto the tarmac, find your plane, find your bag in a pile of bags, and then load your bag(s) into the cargo hold.  The next “do it your own damn self” moment will be when boarding the plane you will be asked to grab the drink you want out of a cooler positioned strategically by the  by the door as you enter the plane.   That way the attendants will not have to get up and take your drink order during the flight.  

Most modern planes already have a video showing what to do in an emergency.  So what does that mean for the future of flight attendants?  Well, they probably will become Anti Terrorist/Homeland Security Attendants.  Their main job will be to keep rowdy passengers under control and to prevent any possible incidents from occurring.  Criminal Justice majors in college, you just had another lane open up for you in possible career choices!

So passengers scan their own boarding pass, get their own drink while boarding, find their own seat, watch a video on emergency procedures.  I forgot that also while boarding the plane they could grab as many pretzels and peanuts as they can humanly consume on a 2-4 hour flight!

You know what’s going to happen.  To get pampered and get real customer service, you will have to pay a customer service fee for someone to do those things that you don’t want to do.  I hope this kind of service doesn’t come to the restaurant business.  Some restaurants have already started bringing a bottle of water to your table, pour you one glass then leave the bottle for you to pour your own damn water afterwards.  Self services truly is the wave of the future!

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