I recently traveled to Las Vegas for work. Love it or hate it, Las Vegas is an interesting place that generates many stories. The stories I found this time were related to providing great customer service.
One night, I had the opportunity to watch a friend use slot machines for the first time. She was interested in the machines, but probably more interested in whether she could get a free drink. These were penny slots – not exactly for high rollers. But on the machine was a button ‘Press Here for Service’. My friend pressed the button. Within a minute, an employee stopped by and said something like “Hi, my name is Joan, I will be here to assist you with anything you need until about 1:30. How can I help you?” You press a button and you get fast, polite customer service. Even if you are not spending a fortune. Wow. Well, Joan wasn’t providing beverages, but it was nice to know that if you had a problem, someone was there to help. Where else can you get service like that? Wouldn’t it be nice if the products you bought made getting assistance that easy?
You can imagine many other situations where you can get great service. Think of a time when you have eaten out at a moderate restaurant. If it is done well, the server introduces themselves, checks in often to see if you need anything, and ensures your meal goes well. And that happens even when your bill may only be $10.00 per person.
Now think of the major purchases you have made; cars, houses, vacations, or technology products. You may have spent thousands or hundreds of thousands of dollars on the purchase. How often does someone check in to see how you are doing? Is there a ‘Press Here for Service’ button on any of them?
Until now, few companies have really listened to their customers. Of course, there are a few notable exceptions like Nordstrom. But, these are generally high-end retail examples. Things may be changing. Social Media is becoming widespread. Companies are beginning to respond to tweets, posts, and blogs; offering service and assistance to make people’s experiences better. Is a Tweet becoming the equivalent of a ‘Press Here for Service’ button?
We may still be a long way from a world where every company proactively designs and delivers great experience. But, at least we may be entering a world where companies respond faster to service needs.
What is your story? Have you ever wished you had a ‘Press Here for Service’ button? Tell me about it by leaving a comment.
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