{"id":11125,"date":"2017-02-22T09:00:45","date_gmt":"2017-02-22T15:00:45","guid":{"rendered":"http:\/\/smallbizsurvival.com\/?p=11125"},"modified":"2017-02-08T17:03:48","modified_gmt":"2017-02-08T23:03:48","slug":"the-results-and-an-update-on-service-expectations-question-of-jan-18th","status":"publish","type":"post","link":"https:\/\/smallbizsurvival.com\/2017\/02\/the-results-and-an-update-on-service-expectations-question-of-jan-18th.html","title":{"rendered":"The Results and An Update on Service Expectations Question of Jan 18th"},"content":{"rendered":"
\"Question

Photo (CC) by Stefan, on Flickr<\/p><\/div>\n

Just over a month ago, I asked for your help (see A Question: Service Expectations \u2013 Jan 18th<\/sup><\/a>). I thought I should share the thoughts given and an update on my situation.<\/p>\n

In brief, my question asked if employees of a food establishment should be able to guide me through the payment process using my smart phone and near-field communication (Android Pay).<\/p>\n

The responses indicate slightly \u00a0(3 yes and 2 no with one \u201cit depends\u201d) that employees should be able to help the customer<\/strong>. One respondent though indicated that the expectation of how far the employee might help should be limited and reasonable. The employee should not be responsible to help download and setup the app.<\/p>\n

Of course, this answer fit well with my situation. I didn\u2019t want to be embarrassed that I couldn\u2019t work my smartphone and that I was also holding up other customers.<\/p>\n

Also to me, it seems there is some implied promise that some help might be given if you offer something.<\/p>\n

Yet other respondents offered some excellent reasons why this expectation probably exceeded what I should expect<\/strong>. One reason was that knowing how to use the phone and its apps rested with the user. I was doing this for me. The store had multiple ways I could pay and the method I selected was my choice.<\/p>\n

One business owner said the issue does not seem to come up often based on her experience. This makes it something that, given all of the training and procedures employees need to have, something less than a priority.<\/p>\n

There was a mix of feelings. As I mentioned in the article, I had not prepared myself on how to use the app. Watching others made it look so simple and isn\u2019t that what we expect of modern technology.<\/p>\n

I think the comment about expected use of the app is important in your decision. If you have a customer base likely to use this tool a lot, you may want to be prepared. If little use is expected, it probably need not be as high on your to-do list.<\/p>\n

Bottom line \u2013 If I can offer a path it would be this:<\/p>\n