I was standing in line at the ATM. There were four people in front of me. I estimated a five or six minute wait. Through the glass door I saw two tellers with no one in line. But I waited for the ATM machine, nonetheless. I suspect you do the same.
Our world is very quickly moving toward a self serve environment. Customers prefer the privacy and control of doing it themselves. They will even tolerate inefficiency – just think of how long you will try to scan that tomato soup can in the self checkout line, instead of just going to the cashier.
Efficient and effective self-service is the new frontier for entrepreneurs. In addition to a great customer service phone line, you need easy to navigate FAQs that answer all the questions (including the infrequent ones). In addition to detailed product descriptions on your online store, you need pictures and videos at the level a customer would experience if they were actually holding the product. In addition to real live service (e.g. tellers and cashiers), you need automatic self-serve too (e.g. ATM’s and self checkout scanners).
It’s the rise of the self-serve nation. Cater to us, or be left behind.