Sometimes the obvious is just that. In three minutes I was reminded about 3 things regarding workplace and needs:
- Machines cannot replace people.
- There is no such thing as small talk.
- Generosity and saying thank you go a long way.
Take a quick look at this (you might want to have some Kleenex close by).
It’s ironic how the “automatic” teller machine became the “analog” teller machine. I remember when ATM’s were just starting to become mainstream. In fact, one of the things that sticks with me is how Canada Trust had “Johnny Cash” machines to encourage its clients to feel comfortable with the technology.
This campaign created by TD Bank is clever in a few ways. It really shows that when you humanize a process and put technology in the background, you have the opportunity not only to meet needs on a customer level, but on a human level.
The back story is that real tellers (aka human beings) got to know the bank’s customers and their stories over a long period of time: where they went to school, what was happening in their families, their joys and their pain. This all happened in “small” talk- little conversations with deep impact.
When you go above the call of duty as a company or employer, that little bit extra can make a deep and tangible difference in someone’s life. Lets just say that TD didn’t “break the bank” with the amount they gave away. The impact of the trip to Disney, Blue Jay experience and the $50 given to that little boy, out-shadows the cost of the gifts.
At the end of the day this is what we all want, whether at work, using a service or dealing with people. We all want to be noticed, heard and appreciated and a please and thank you go a long way.
As you step in to your office this week, think about how you can make your work environment more analog and less digital. Yes, there are many benefits to technology, but the key is not to forget that people still matter.
Thank you, along the road with you,