The Day Customers Started Working Here
Welcome aboard. You may not have noticed it, but sometime over the past thirty or forty years, many of us took on a second job. We’re now helping banks, airlines, retailers, restaurants, hospitals, insurance companies, and even gas stations perform work they once paid employees to do. What’s remarkable isn’t that businesses changed. Businesses have always looked for ways to reduce costs and improve efficiency. What’s remarkable is that most of us gradually accepted our new job descriptions without even realizing it. I first noticed it at the gas station. When I was growing up, you pulled up to the pump and someone came out to greet you. “Fill it up?” While the tank filled, they checked the oil, cleaned the windshield, looked at the…
