Is humanity getting lost in technicality?
Admitted we have enough number of apps these days to make our lives easier. This in turn, makes it incumbent for organisations to have some policies in place. To ensure there’s no misuse of the ease, that the tech aspect provides. However what use is the ease if the human aspect is not taken into consideration for on a daily basis. Still wondering what am trying to get at.
Here’s an example: its 830am, and I believe am running on time for an advanced stretching class at 9am at Circus Center. Turns out, I caught the wrong bus. Blame it on the Right-left confusion, that takes forever to get etched in your head. Now this plain stupidity has got me moving in the other direction. Only to realise at 3 mins to 9, that am now 45 mins away from the class.
- Human instinct makes me make an SOS call to the Center, thankfully I have their no saved on the app ! Or else it would be another 10 mins just to look for the number!!
- I explain the exact situation am in, and i manage to get an appointment in the evening class instead. Thanks Clara to use your humanity instead of policy and offering good customer service to save the day. No love lost between me (the customer), them (the organisation), the service (ClassPass) because she understood that people get late, even if they don’t want to!
Here’s the second example that happened today in NYC: Its 1230 in the afternoon, and am looking for dance classes and i book Advance hip hop on Steps on broadway. I live in Midtown and Broadway does feel like a stretch to just go for dance class (well coz am plain lazy & also don’t like NY subways) ! So i check how far it says and apparently less than a 4 mile, which will take 29 mins on Lyft. I while away my time until 1:36pm and then get ready to go down to be on my way by 1:59pm. It says ETA 2:30pm which is just about the time i need to be in class. I begin to noodle with Instagram, until 15 mins later to realise am still in the same block, I live in!
- Panic ensues in my head but my co-passenger and cab driver explain this is what is expected driving in the noon traffic. It feels to me everyone will be apparently understanding if its that common. So i arrive at the ‘Steps” at 3:06pm uncomfortably apologetic and explain her the situation. Only to be outrightly denied entry to the class! Wait..what happened to the part where everyones supposed to know this happens! Was it Murphy’s law at play?
- To the girl at the reception: How about some understanding instead of telling me on my face that Midtown to Broadway never takes over an hour, not even in peak traffic? And actually getting to the matter in hand and being proactive to help. Isn’t that what customer service is about if not “reception”? Obviously the word reception has nothing to do with receiving these days. Especially at ‘certain’ dance studios where even the receptionists are on their ego trip of being dancers of yesteryears. I wonder whether it comes from just looking at dancers or realising how far they are from being one themselves! Why am i bothering with that?
Coming back to the desk, I missed the class on the basis of being late, as thats a part of “their policy”. Forget the fact, am only a month old in the city. Showing proof of the ride timings that exceeded an hour even when it said it will take only 29 minutes. By the way I still gave five stars to the driver who took double the time to get me to my destination. That too without the AC in 90°F not because it was part of my policy but my humanity.