The Worrying Future of Service

After my walks today I had to stop in to a large shopping centre to take my yearly eye test.

As always, I was 15 minutes early and had time to spare. Having not eaten lunch and not wanting a coffee so late in the afternoon, I opted to stop by a shop selling fresh smoothies.

There was no queue. In fact there were no staff members present in the main area of the shop. They were sitting, looking at their mobile phones in the storage room at the back. I waited patiently for a minute whilst perusing the menu.

Eventually I saw that instead of ordering at the counter you could use the iPad style screens on the side. I walked over and put in my order and paid for it on my phone.

As my order and payment went through I heard a “ping”.

Both girls rose up in the storage room and reluctantly came out to the counter and started preparing my order without any eye contact or acknowledgement.

Intrigued, I watched as they went about their tasks, studying them as Maslow would study his subjects.

There were no smiles or enjoyment, despite the fact that they clearly knew the routine for the task at hand and performed it mechanically.

Eventually my smoothie was ready and it was handed to me without a word.

I bid the girl “have a good rest of the day” and she looked up and half smiled, replying “same to you”.

With the automation and evolution of processes and services we are risking the loss of human contact.

It begs the question” what is the true cost of capitalist efficiencies?”

My Green Veggie smoothie was lovely, but the lack of service , contact and warmth means that I won’t be racing back or recommending it to anyone.

Doggies: Sara, My, Haraka, Pippi and Lucy