Comments on: Is a backlash against self-service kiosks underway? http://www.upgradetravelbetter.com/2008/12/11/is-a-backlash-against-self-service-kiosks-underway/ Living the first class life -- at coach prices Fri, 20 Nov 2009 13:55:54 -0700 hourly 1 By: PFR http://www.upgradetravelbetter.com/2008/12/11/is-a-backlash-against-self-service-kiosks-underway/#comment-25914 PFR Fri, 12 Dec 2008 18:01:03 +0000 http://www.upgradetravelbetter.com/2008/12/11/is-a-backlash-against-self-service-kiosks-underway/#comment-25914 I generally try to avoid self-serve kiosks. With car rentals, it's because I usually just burn a lot of time and then have to talk to a person anyway. (My credit card has my name spelled slightly differently from my license. But also because (especially in supermarkets) I don't like the idea that the company is getting ME to do work for free that they would otherwise pay someone to do. Give me a discount and I'll think about self-serve. I generally try to avoid self-serve kiosks. With car rentals, it’s because I usually just burn a lot of time and then have to talk to a person anyway. (My credit card has my name spelled slightly differently from my license.

But also because (especially in supermarkets) I don’t like the idea that the company is getting ME to do work for free that they would otherwise pay someone to do. Give me a discount and I’ll think about self-serve.

]]> By: Adam http://www.upgradetravelbetter.com/2008/12/11/is-a-backlash-against-self-service-kiosks-underway/#comment-25876 Adam Thu, 11 Dec 2008 19:20:09 +0000 http://www.upgradetravelbetter.com/2008/12/11/is-a-backlash-against-self-service-kiosks-underway/#comment-25876 That level of "personal service" is hard to replicate in a machine when trying to use FUD to convince you that you *really need* that extra daily insurance protection. IMO, I'd rather deal with a machine than a person. The machine doesn't talk back, give me a bad attitude, and when all I really need is to check-in and get keys, it's much more efficient than a human. Plus, if it's after hours, then what am I supposed to do? Talk to myself? That level of “personal service” is hard to replicate in a machine when trying to use FUD to convince you that you *really need* that extra daily insurance protection.

IMO, I’d rather deal with a machine than a person. The machine doesn’t talk back, give me a bad attitude, and when all I really need is to check-in and get keys, it’s much more efficient than a human. Plus, if it’s after hours, then what am I supposed to do? Talk to myself?

]]> By: rcjordan http://www.upgradetravelbetter.com/2008/12/11/is-a-backlash-against-self-service-kiosks-underway/#comment-25873 rcjordan Thu, 11 Dec 2008 18:03:16 +0000 http://www.upgradetravelbetter.com/2008/12/11/is-a-backlash-against-self-service-kiosks-underway/#comment-25873 >It’s easier for a customer to avoid an upsell Bingo! >It’s easier for a customer to avoid an upsell

Bingo!

]]> By: Alex http://www.upgradetravelbetter.com/2008/12/11/is-a-backlash-against-self-service-kiosks-underway/#comment-25869 Alex Thu, 11 Dec 2008 14:07:29 +0000 http://www.upgradetravelbetter.com/2008/12/11/is-a-backlash-against-self-service-kiosks-underway/#comment-25869 I think this is the key statement... "Additionally, the pilot project did not satisfy our minimum return on invested capital..." This means they had a threshold and it wasn't met. Not sure what they were expecting - maybe upsell, maybe reduction in counter staff, but they didn't get there. Throw in a few customer complaints and it's an easy decision for them. I think this is the key statement…

“Additionally, the pilot project did not satisfy our minimum return on invested capital…”

This means they had a threshold and it wasn’t met. Not sure what they were expecting – maybe upsell, maybe reduction in counter staff, but they didn’t get there. Throw in a few customer complaints and it’s an easy decision for them.

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