Everywhere we go technology has replaced face to face communication. Computers and portable phones have replaced verbal communication and talking with each other. Most people get their news from the “Web” or from cable TV.
For example, I was in an airport recently and as I looked around while waiting for my flight, I noticed that everyone was concentrating on the screens of their smart phones. No one was talking to the people around them. In my opinion, that is rather weird behavior.
As I sat there, I decided to order a few new books. So, I opened my computer and ordered the books. I also wanted to check the weather in Buffalo, so my smart phone was helpful there. This is using modern technology in a positive way.
So now, let’s look at it from another point of view. Recently, I had a medical appointment. A computer called to verify the appointment and when I had to speak to the doctor’s office to change the appointment, I was put on hold, again, by a computer for twelve minutes and then it disconnected. It took six calls in the span of an hour to get in touch with a “real” person to reschedule the appointment. At the doctor’s office, I again found myself registering via a computer. And so it goes.
What is missing here? I think the answer to that question is….people. We need people to communicate with. We need people to ask questions, and people to get to know me and appreciate me as a person.
Some folks say they are happy dealing with technology in similar situations. I would say to them….wait until you have a problem. You will wish that you had a relationship with your doctor, your car repair shop and, yes, even with your financial advisory firm. When I have a medical question, for instance, I want to talk with an expert. I want that expert to care and I want his/her help.
Years ago, when I designed the core elements of Moldenhauer & Associates, I wanted our clients to know our staff, our advisors and I wanted their time in the office to be a positive experience. I tell my staff to always treat our clients like they would want to be treated, only better. I hope we measure up most of the time.
We are always looking for new ways to serve our clientele. How can we make their lives easier and add some joy to the experience? So, I hope when you come to our office you will let our staff know if their service is up to your expectations. If they drop the ball, even a little, tell them. This is the only way we can be certain that we are creating new value for our clients.
We want to be the place that you are happy to visit. We want to be the company that you enjoy working with. Most certainly, we do not want to be another piece of technology that makes your day more difficult.
Thank you.