I love to research.  It's because I'm curious.  I've always been curious.  As a kid, I loved libraries.  The problem was there were so many books, it was difficult to choose.  I would get my limit each week - only 5 could be checked out at a time, and at the time, I didn't realize the time I spent looking for and then consuming the books would bring me so much value.  I just loved stories.  I admit I didn't especially like the people who worked in libraries.  Maybe it was just because I was fairly young and grownups of any type intimidated me.  Or it just seemed easier if I just searched until I found what I wanted, enjoying the freedom of the "self serve" approach.  Since I was generally there finding things indiscriminately, I didn't often need help.

I'm betting you use the web the same way.  You are generally looking for something pretty specific and it's not often you need the assistance of a person/librarian.  But when you do, what do you find?   My guess is it's not always the experience you're hoping for.  Well let me share with you an experience I had last week that I've come to call "the perfect mix".

I was searching for a very specific type of boat cushion.  Sort of hard to find, and in my opinion, expensive enough to do some research on pricing beyond the Pompanette (manufacturer) site.  I spent lots of time researching...remember, I'm curious.  The manufacturer's site description of the cushions left me less than comfortable that I was getting the right fit.  During my search I came across a Message Board where a guy was seeking the same thing and having the same issues.  Someone told him to skip the manufacturer's web site and call a guy named Scott who worked for the manufacturer and gave the phone number.  The Message Board responder said not only did he find Scott helpful in determining if the cushions would be the right ones, he offered a discount off the web price.  Here's the problem...the discussion took place in 2007.  It was Sunday night, so even if I wanted to take the 3 year old advice and call, I'd have to wait until the next day.  Time was running out since I wanted the cushions for the weekend, so I placed my order on line with Pompanette.  But something was wrong with the site and it wouldn't complete the credit card transaction.  Frustrated and a bit disappointed after 3 attempts, I accepted the fact that I'd have to call the next day, spending more time on this.

As I dialed the next day, I recalled the Message Board conversation but figured since it was 3 years old I wouldn't reference it.  Imagine my surprise when a pleasant voice answered, "Hi, this is Scott, how can I help you?"  Yep, it was the same Scott, Scott Sneathen.  I told him about my searching and finding a reference to him in a 3 year old message string.  He was delightful.  He apologized for the issues I had with ordering on line, confirmed that I was indeed selecting the correct cushions, laughed that I was surprised to be speaking to him, sold me the cushions at a discount and in the end we found there was an added bonus...the manufacturing plant was right here in Tampa.  Scott even called the warehouse while I was on the phone to arrange pick up!  My experience at the warehouse was similar to speaking with Scott, personal and efficient.
 
What I experienced was a perfect mix of self service with great "help" if needed.  I would never have done this transaction without using the web.  Of course, we encounter snags all the time, but it's what happens next that makes for a good or poor experience.  This one was good...very good.  It's a "story" I'll describe in brief and recommend over and over like a good book.

Can you say the same about how you offer up information and services via your web presence?  Do you maximize "self service", yet make it easy for someone to get to you when something goes wrong?  Check your site every so often and check in with your "librarians" to see if your service reads like a book you'd want to refer!

MeeHive