The Dangers of Prioritizing Tools Over Training

Hand-tools

Recently, I read an article about how United Airlines plan to improve its connection to passengers through technology… primarily mobile.

United has been my go-to airline for the past 13 years. The vast majority of my work has been here in the states, so to achieve Gold status—living in the middle of the country, no less—is no easy feat. I’ve had A LOT of experience with gate agents, customer service reps, & flight attendants. Some were good, most weren’t.

Technology isn’t going to help in the way they’re hoping. People are. 

People who act like they care. That my problem matters to them & they’re willing to do whatever is within their power to help.

Technology (at best) is just an extension of the customer experience. Not the foundation of it.

Instead of investing in tech, invest in service training. Or better yet, in hiring & recruiting strategies that attract people who actually do care in the first place.

Whether in the marketplace or in ministry, the very people we’re hoping to serve get shortchanged when we elevate tools over training. Every. Time.

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