I believe that all the technological processes and tools are there to create an ease of completion in whatever task that needs to be done.
With that being said, I had the opportunity this month to discover the potential of serious malfunctions with technology as it is seen by the consumer.
As a consumer who has had a tremendous number of years in the field of customer service, I try to be a patient customer. This was not the case this month as I attempted to purchase 2 chairs.
After waiting for 8 weeks to have the custom designed chairs delivered; they were. The fabric was right, yet both chairs had recliner mechanism issues, padding issues and general poor workmanship. After following the "corporate" policies; sending out a repairman after two weeks waiting it was determined that the cost of repairing the chairs would be over and above the cost of replacing. But wait - the Michigan office needs to send paperwork - even though it is in the computer to allow for a re-selection - Never mind that the customer is in the store, ready to do so. Oh, you decide you want a floor sample - well, we need to wait for the supervisor in Michigan (who won't be in for two days) to contact the Store Manager (who is scheduled off two days from now), it is because we need to make sure the "Inventory" department is correct.
So how about we "problem solve" here - the customer is willing to take a different chair, out of the clearance selection, off the floor in two of the local stores. The customer is willing to deliver back to the store the two damaged chairs. The customer is willing to change the design of her room, so that the problem and sale can be complete within four months of paying cash for the chairs.
* Response - but the computer system isn't set up for that! The inventory system will be all messed up!
Thank goodness, after me being more patient than I ever thought possible, I was able to convince Kathy, the Store Manager of LaZBoy Gallery, Turnersville, NJ that policies are there to create a system, but that sometimes exceptions and good old common sense needs to be put into practice. Don't let a computer system run the show - that would take the human element out of a creative career opportunity.
Now the company went from an unhappy customer to one who is at least satisfied. Not exactly exuberantly happy, but at least the chairs are working, and satisfy my needs.
The point of this post - remember your ultimate goal when utilizing technology and systems. They should not be the defining answer to all situations. Make the system work for you!