My husband and I are lucky enough to own a house in the mountains. We recently spent the weekend hiking up there and discovered that the furnace is no longer heating. After some fiddling around and requisite tries to get it going, we determined that a service call was the only hope.
I called the local gas company at 7:15 Monday morning expecting to get an answering machine, but instead a lovely lady named Hannah picked up the phone. I introduced myself and said we were having trouble with our heater. She asked if there was a way to get into the house and I gave her our lock box info. She said she would get service out in a few hours. I asked if she knew where we lived and needed my credit card. She said no, then correctly gave my address and said they would bill us if it was more than a simple pilot relight. She was nice, she was organized and in no great hurry. It. felt like I was in honest hands, would not need to worry that the job would be done right, and would be charged fairly, which is indeed what happened.
This was great service, and it wasn’t the only example of it from businesses in Arnold- population 3749 I’ve had. The school offered their parking lot for overflow guests “no problem, stay as long as you like” and people at the bakery make us a taste testers. We have good things, and not so good things in the typical service that we get today. Some is quite good, provides automation that works, and solves problems quickly (Thanks Google business!) Some sends you on a wild goose chase and fixes nothing (Thanks BofA, I. guess third times the charm?).
We need a little technology control. Machines, automation and process work well when used right (FYI this is my business:). But is very easy to misuse them and mistake them as being the solution. When used correctly technology is truly a miracle. But when used as a thoughtless replacement it’s a disaster. Technology does not serve people, people serve people.