I have a wedding at the weekend and I needed to hire the right suit -- from a certain dress hire chain.

I turn up on my pre-arranged appointment (confirmed by email and all good) to be greeted and helped by a very friendly assistant.  And I get asked - "So what do you do (for a job)?".

"Software Development", say I.

This is met with the usual "oh!" and words to the effect of "I hate software".

"But you are using it right now" I point out.  And that s when all the woes start pouring out!

Turns out, this is yet another case of software (and IT) getting in the way of providing an effective and enjoyable experience for customers and staff alike. This, once again, results in staff deploying "Computer-says-no!" syndrome.

Now, I haven't mentioned any names here, because the next thing I was told may not actually be true! But I was told with such passion (and specificity) that I am convinced my assistant was telling the truth, as far as they were aware!.  I was told tthat the software they are using was developed a long time ago, by a company in South Africa, designed specifically to service petrol stations - that sell furniture.

Not surprisingly, the outcome is confusing and frustrating for staff - resulting in slow and "dumb" service for the customer!

When will companies wake up to the need to empower staff (the heart of the business in the service sector) to take control of the service they deliver? Encourage in-house innovation, use the knowledge within! There is a better way to support staff and customers with software services that are not bodged third party efforts that force people to work how they know they shouldn't!