SUMMER STOREWIDE SALE!
0

Your Cart is Empty

No Robot Can Ever Replace Exceptional Service

June 13, 2014 14 Comments

Robots are no longer just coming to a movie theater near you; they are taking jobs from anyone and everyone who is average in the service sector. Before you think this an exaggeration, consider what happened to the bank teller that was replaced by the ATM.  How about Zillow and Trulia disrupting the realtor's coveted MLS and what that will do to the real estate agent?  And how about True Car becoming the trusted place for car buyers to know what a fair price is. Robots replacing people has been talked about since textile artisans protested mechanizing the labor force in the 19 th century.  Up to this point each development created new industries and new jobs. Henry Ford disrupted the horse industry and the automotive industry was born. When America developed from farms to industry and manufacturing, there were massive shifts creating historical technological and economic developments. Those same industries today are seeking haven overseas leaving the USA a service industry.  So what happens when our last real industry, service, is replaced by technology? You think a robot can’t replace service? Well, they can certainly replace slow and annoying service.This is not a threat, it is happening right now.  Automation answers telephones, makes bank transactions, balances account ledgers, sells you movie tickets, and photographs you running a red light. Drones are replacing US postal workers and the travel agent is virtually non-existent. What do all these have in common? Average or below average service, humans with bad attitudes, who are apathetic and lack product knowledge get replaced.  People expect personality from humans and very little from a computer. Consider the following facts:
  • Computer speeds now double every year making technology faster.
  • There are more mobile devices on planet earth than people.
  • What used to cost hundreds of millions of dollars now costs two hundred.
  • What used to occupy buildings now fits in the palm of your hand.
The service industry will experience massive disruption over the next 5 years and the automation era will be turbo accelerated by poor, unacceptable, annoying service!   Any process that requires that the consumer wait, and then meet someone that is not excited will be disrupted.  If automation replaces your job understand you participated in your own destruction.  We recently introduced a cloud-based solution to auto dealers to solve this very issue. Here are 4 things to do immediately to fight back against the automation:
  1. Embrace Change – Everyday remind your organization that change must be embraced not feared.
  2. Don’t React. Create! - We just finished beta testing a product for auto dealers that delivers a decision-making function from the salesperson’s or customer’s mobile device reducing time and increasing dealership profits.
  3. Master Value Add - List the things you provide that no robot, app or device can possibly deliver. Go ask your people what it is right now. If they can’t answer immediately, they don’t have one.
  4. Lead or Bleed.  Robots can do a lot of things but they can’t lead. Every great business, idea or organization requires leadership.
Everyday I bring inspiration and direction to my staff.  On the rare occasions that I am not available, an executive in my office delivers leadership to START the day, set the mood, direct the troops, show the way and inspire GREATNESS. Greatness cannot be programmed into a computer; so you better be sure your people are FAST and you better make sure they are GREAT.  Greatness is the ultimate protection offered by the exceptional that can never be replaced by a computer, automation, a lower price or the Internet. Grant Cardone - “I  ain’t no robot and ain’t no robot replacing me”

14 Responses

Vaseem
Vaseem

November 01, 2016

Agreed, eventually most attributes of humans will be baked into engineering principles. Time can tell. This will be history.

Ankit Jha
Ankit Jha

November 01, 2016

Absolutely Grant, a bad service and attitude will be surely replaced by automated machines. Nice write up

raleigh
raleigh

November 01, 2016

there was a time and still is the time when you can be replaced by better service from another person, seconds, minutes, days, weeks, you can lose them at in time…now let’s see…when do
computers sleep? when are they available? the hand held device is ready for service…can anyone say…siri, find the 5 star rated steakhouse nearest me?? you can’t compete, only be relevant and available with acurate information?? old school manners, nice, polite, considerate, persistance, discipline, are these some of the traits to consider?? i think so…traits of an ALL STAR passion-desire-commitment-dedication and last but not least BELIEF that starts it all…oh yes, Grant, leadership…don’t hesitate, motivate your people now

Mike
Mike

November 01, 2016

This is good, solid and sound advice spoken by a true leader and veteran.

Grant Cardone
Grant Cardone

November 01, 2016

Right -- be the Man!

Grant Cardone
Grant Cardone

November 01, 2016

i agree with all of your points! gc

Grant Cardone
Grant Cardone

November 01, 2016

its not happening to the service sector it is happening because of it

Chris Noble
Chris Noble

November 01, 2016

Didn’t Chrysler attempt to remove sales consultants for an order taker / kiosk in the 80’s??? I take this…….a targeted wants and needs based analysis, exceptional service, contagious enthusiasm and a sense of urgency will keep John Henry’s Hammer employed above the machine. Focus on what sets me apart. Thanks Grant

P. J. Demarie III
P. J. Demarie III

November 01, 2016

Robots will Never be able to have the passion created by the “Why”

Grant Cardone
Grant Cardone

November 01, 2016

its an ugly reality

Jose Miori
Jose Miori

November 01, 2016

Grant, I am becoming a fan! Your energy us amazing and inspires. So true that good service will never be replaced.

SHYAM S
SHYAM S

November 01, 2016

Everyday inspiration,setting the mood and direction is so important!! Good that you have brought up the point. Great article

Jose Miori
Jose Miori

November 01, 2016

yes!

Delia De Jesus
Delia De Jesus

November 01, 2016

Bad attitudes are easily replaced …. with people who have better, happier, and service oriented personalities …

Leave a comment