Transactions at ATMs have been ridiculously made simple. You push a few buttons, the money will come out. No need to say "thank you" or "please". You need not smile, nod your head or exchange pleasantries. Its ultra efficient. Walk in, press buttons, get your money. Done. No more no less.
The rapid digitisation, automation, customer self-service etc., have all made life very quick, efficient and void of any emotion. Not everything, every transaction, every interaction needs to be like an ATM transaction. We deserve more empathy. Transactions can be more humane, real and personal.
Lets build bridges and not tear them down. Next time when you run into a routine transaction with a human, please see whether you are doing an ATM transaction or interacting with a human.
PS: Inspired by a section titled "Building bridges and not burning them", from the beautiful book What to do when its your turn (and its always your turn), by one of my favourite authors Seth Godin. I usually copy-paste excerpts from the books that I read. However I recently read this post by Derek Sivers, who asks us to not quote, instead make it personal and tell our version. It sounds like an interesting idea and will try it. This was the first post.
The rapid digitisation, automation, customer self-service etc., have all made life very quick, efficient and void of any emotion. Not everything, every transaction, every interaction needs to be like an ATM transaction. We deserve more empathy. Transactions can be more humane, real and personal.
Lets build bridges and not tear them down. Next time when you run into a routine transaction with a human, please see whether you are doing an ATM transaction or interacting with a human.
PS: Inspired by a section titled "Building bridges and not burning them", from the beautiful book What to do when its your turn (and its always your turn), by one of my favourite authors Seth Godin. I usually copy-paste excerpts from the books that I read. However I recently read this post by Derek Sivers, who asks us to not quote, instead make it personal and tell our version. It sounds like an interesting idea and will try it. This was the first post.
1 comment:
I liked both, your post and the idea of not quoting but personalizing. Thanks for sharing.
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