A short YouTube clip (hosted by Chris Collins) comparing kiosk-based ordering/servicing to human service advisors. The speakers argue kiosks offer greater consistency, accuracy, and scalable volume handling versus humans, and they draw a parallel to pilotless military drones; the host also recounts a brief anecdote about advisor training.
The thing that I was thinking about in reference to service advisors in these kiosks is it is really hard to get a group of humans, not just service advisors, humans, anybody to do anything consistent enough that you could have any sort of, you know, feedback loop where you can adjust your, your approach to selling or the psychology behind what you're doing in order to find out effective patterns that you can increase your margins. Right.
Yeah. Because there'd still be too many variables with humans anyways. Like the kiosk actually makes it really, really factual. There's another thing that, that is I think a really big irritant for people not just at McDonald's but anywhere. And I think this is another thing why I think kiosks are kind of taking over is I would suggest that with kiosk order accuracies. Impeccable.
Yeah, that too. There's no human error.
So you're talking to a human. I remember, you know, when I was younger like it was just a guarantee that you get through, you get your bag out of the drive thru and you just know something's not going to be there.
Right.
Because you, they ordered it wrong or whatever, they input it wrong. But the kiosk thing makes accuracy even better too. So thinking about that from a service.
Perspective and then you know what the other thing is is that there's no issues on volume because.
You just have to open kiosk.
But you can add as many kiosks as you want. And if they write, if they, they're serving the customers as fast as the customers can put in their info. There's no limitations on how fast the kiosk or how many customers it can handle. Where service advisors, you know, we found that past 14 a day service advisors start to take shortcuts, they don't follow up, they don't have time to call customers, they don't have time to, you know, call on the inspection sheet. It just, there's a, there's a diminishing return on humans where kiosks, they don't, not only will they, will they present consistently, they also can handle as much volume as you throw at them. The humans become the limitation. Right?
Yeah. The kiosk could write 24 hours a day.
Like there's a thing in the military with jets where human pilots are the limitation of how many geforces they can handle because they can design jets, they can, can turn and create more G forces. But having a pilot creates a, you know, a limitation in a sense. And so now they have drones, fighter drones that don't have pilots and they, they can outperform a regular jet and.
No one dies if it gets shot down. That's the thing too.
That too right. You're sitting in, in Nevada in a room with a joystick and a camera. So I was thinking about that too and then just in the sense when I was writing service, I always thought about testing things. Like when a couple things that I can remember is when I got asked to do advisor training, I started to think about the difference between me and the other advisors that were there. And I just picked this one advisor, the lowest performing advisor. He could only write like seven a day. He avoided the drive most of the time. Like he was always, you know, hiding somewhere. I just remember like one of the things he would say to people is, did you have, did you have an appointment? And you could just tell people's body language was like, like it just was off putting. And so I would not do that and I would just say, hey, how are you today? And then you could tell the body language was like, oh, this person like is treating me more like a friend or whatever it is. Right. Thanks so much for watching this clip of Service Driving Revolution. We're uploading new stuff every day, so make sure you subscribe and click the bell icon so you don't miss out. If you have a question you'd like us to answer on the show, call 8333 asksDr and we'll answer your question on the show. That's 8333 ask SDR for special deals on our books and training, head over to offers.chriscollinsinc.com now that's offers.chriscollinsInc.com I'm Chris Collins and I'll see you in the next video sa.
