McDonald’s used to have a hamburger called the “McDLT.” The peculiar selling point of this burger was that it was served in a two-compartment Styrofoam container that “kept the warm side warm and the cool side cool.” The diner would then put the two halves together. I was blissfully unaware that warm tomatoes and lettuce were causing a crisis in the hamburger world. I can remember venting to friends: “Hey, look! They’ve figured out a way to charge you more for the honor of putting together your own hamburger!” That’s still the way I see a lot of customer self-service efforts.
The author speaks to a truth all too well known to most if not all consumers; Service is king. And the best weapon when dealing with these types of gaffes is to be a well informed consumer. Like the author, I too have experienced frustration at the grocery store automated check out stand. However, when you learn how it works then it does make the experience better. You don't use it when you have more items than the bagging area can comfortably accomodate. In that case use the regular checker. Nothing worse than standing in line behind someone who doesn't know how to use the technology!
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When Self-Service Goes Horribly Wrong
Posted by: Christopher J. Bucholtz January 20, 2011 05:00 AMMcDonald’s used to have a hamburger called the “McDLT.” The peculiar selling point of this burger was that it was served in a two-compartment Styrofoam container that “kept the warm side warm and the cool side cool.” The diner would then put the two halves together. I was blissfully unaware that warm tomatoes and lettuce were causing a crisis in the hamburger world. I can remember venting to friends: “Hey, look! They’ve figured out a way to charge you more for the honor of putting together your own hamburger!” That’s still the way I see a lot of customer self-service efforts.