People, not numbers

WHEN supermarkets introduced self-service purchase technology, they did not do it across the board nor did they deny the customer the right to continue to use the personalised checkout.
So I was very upset when I visited the Yarra Junction library recently to find a long and disgruntled queue of book borrowers waiting for their turn at the new self service borrowing machine. Worse, the library was not offering the option of using the counter-based borrowing system. Rather, there were new trainers standing and watching the waiting public, obviously more concerned that we use the new technology than get the friendly, efficient and personalised service we are used to at Yarra Junction library.
I have left the library twice recently without borrowing because I am not willing to waste time in a queue when I have never had to do so before. I assume others will do the same until we are offered the choice of borrowing at the counter serviced by helpful people as well as the self-service machine.
While there may be certain efficiencies delivered by self-service technology, this should not be at the expense of reduced customer satisfaction, reduced services and ultimately staff redundancies.
Fiona Ogilvy-O’Donnell
Warburton