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The Machine Won’t Let Me

The Machine Won’t Let Me

Garth Beyer

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Most businesses, particularly franchises, attempt to streamline success with the implementation of machines. It makes sense given machines speed up most processes, cut overhead costs, and typically make math easier. Yet, when configuring your business to move faster, cheaper, easier, you’ve got to analyze how much control you’re giving to the machines and how it may affect customer satisfaction.

Chili’s, for instance, now has handheld computers at each table where you can play games, add dessert, and pay for your meal. Chili’s quickened the transaction time of paying for a meal, but at the expense of a possibly higher tip for the waitress, at the expense of leaving a final human impression with guests, at the expense of reminding patrons the business carefully choses who they hire to work.

Earlier today at Buffalo Wild Wings I attempted to order a beer. With five minutes left for Happy Hour, I ordered a beer. Moments later the waitress came back and said, “the machine won’t let me.”

Perhaps the machine forgot to account for daylight savings time or maybe management forgot to give priority control to waiters and waitresses over the machines.

When you seek fast, cheap, and easy, it always comes with sacrifices.

 

Stay Positive & Is What You Sacrifice For Machines Worth It?

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Overcoming Communication Palisades: Part One

Garth Beyer

Yesterday I posted a laundry list of various Communication Palisades.

Obviously there are hundreds of ways you can go and tweak each individual one. For the sake of this post, I will share with you the four step process to overcoming any and all of the communication palisades.

Step one: Whether it is before the communication takes place or after, to overcome the obstacles of communication, you must begin (or re-start) by focusing on preparedness and design. This involves returning to the source and encoding steps of the Shannon-Weaver Model. Is your message as specific as possible? Have you chosen the medium of encoding and the channel with the least amount of noise?

Step two: This step is about running ladders in conversation. At every distance, implement a reminder of the source of where the communication originated as well as the reason for communication. This frequent return not only strengthens the connection of communication, but it allows you to maintain the focus as much as it communicates it to the receiver.

Step three: Communication has to have a certain vivacity to it. Communication isn’t effective if it does not get others enthused, excited, interested, and maybe even a little bit turned on… at your ideas. This third step is vital for those who are communicating something bland, something generic that it’s even hard for you to be interested in. As a PR Specialist, there will be times that you have to swing something, but in a positive sense. What makes the swing negative is when you fake your enthusiasm, when you channel deceitful excitement. A true PR professional will work on convincing themselves of the subjects animation before expressing it to another.

Once you convince yourself, it’s much easier to convince others.

Step four: Flirt with benefits. Communication is a transaction and as you can imagine, the only transactions that seem to “work themselves out” are the ones where the other person feels they are getting a huge benefit out of it. Ask yourself, how can you benefit them? But don’t just answer it yourself, tell them!

Whether you are analyzing your communication strategy before it takes place or revisiting ways to strengthen a communication attempt you have already made, following these four steps will get you past almost every barrier.

The most important variable to consider while taking these steps is to be human. Be real. Be honest. Be caring. But above all, just be human.