Comments on: Customer Self Service

By: Michael Cooney

Michael Cooney — Thu, 07 Feb 2008 20:26:46 +0000

Ron – This post made me flash back to the first time I went to Philadelphia with my wife (she was born in Philly). She is fanatical about Wawa (wawa.com), a convenience store in the mid-Atlantic States. The whole flight there I heard “I want a Wawa turkey hoagie”.

Now, I grew up working at a White Hen (now 7-11s) in Chicago, and nothing excited me about that place. You don’t find me walking around saying “Oh, the deli at White Hen!” Not going to happen.

Anyway, we walk in and she walks right up to one of two kiosks in front of the deli. The screen asks you to push the screen to select type of sandwich, bread, toppings, etc. Then you hit complete, and you hear it print behind the deli counter. Then, just roam the aisles for drinks and chips/cookies. Next thing you know, your sandwich is ready for pickup.

I was amazed. I was Wawa’d.

Someone managed to take the process of ordering a deli sandwich, and utilizing technology removed the part I hate most - getting a number and waiting in line for a system that always seems to break down. The number of times I’ve pulled a number 5 only to look up and see they are on number 172. Yet, I’m the fool who pulled the number, only to realize this is an ‘every man for himself type of deli line’. All for a deli sandwich.

So, next time you’re in Philly, go get a Wawa hoagie. And while you’re there, stop by the local watering hole and drink a Yuengling lager for me.

By: Ron Bieber

Ron Bieber — Sat, 10 Jun 2006 12:27:01 +0000

I think there’s a difference between waiting to be seated and waiting on someone after you’ve already been seated. As long as you know your order has been taken, its more relaxing than sitting there waiting for someone to come and take your order. Conversely, once you are done, you are more than likely done, and want to pay and leave — not wait for someone to deliver the check (then leave), and come back to make a payment.

I’m not arguing to take out all human interaction, just the innefficient ones. When I’m done, I want to pay and leave, quickly. Thats relaxing. Waiting to be able to leave is just irritating.

By: Anton Cagle

Anton Cagle — Fri, 09 Jun 2006 16:46:30 +0000

If I was a restaurant owner, I don’t know that I would benefit from focusing too much on “efficiencies” over friendly, helpful, and generally ‘human’ service. While no one likes the typical 40-90 minute wait on Friday and Saturday nights, once you are seated, typically most people are going to want to relax and be waited on (that is why you went out instead of cooking at home, right?). Technology is supposed to enhance our lives and give us more time to do the things we want. Isn’t going out to eat supposed to be a leisure activity, at least most of the time?

Granted, excessive wait times can be a pain in the ass, especially if you are trying to catch the 8:00 movie. But then, you can always go the the McDonald’s drive-thru.

By: Nalla

Nalla — Fri, 09 Jun 2006 13:18:52 +0000

They have such a system in most restaurants in Singapore.