By Carmen Donnell, PTMP
When you think about using an autonomous vehicle, is your reaction ‘No Waymo’? Or are you curious about the changing technology around us and instead think ‘Yes Waymo’? Being that I live part time in Phoenix, I have become quite accustomed to seeing Waymo on the streets around us for almost a decade now. First as a testing ground in Tempe and then mainstream as one of the first launch cities in the US. About 18 months ago, my husband Nathan transitioned from Uber to Waymo when it was possible, and I quickly followed suit.
Now, I have had numerous experiences, with a wide variety of stories that I can [and frequently do] tell. Since this is meant to be blog length, instead of delving into them, I’d like to share my biggest takeaway to date and how we can apply them to our own selves. When Waymo works, it’s a really fantastic experience. The car is set to the temperature that I wish; my Spotify preferred playlist launches when I get it. The experience is very personalized with a ‘Welcome Carmen’ when I sit down. All these things are very appealing and comfortable.
When Waymo fails to work as it is intended, it can be quite a situation. It may be as simple as not dropping you off at your intended destination [ok, probably user error as you can adjust the pin, but if you failed to pin correctly there is no driver to say ‘Oh, please can you pull around the corner another block’], or the head unit touchpad may not be very responsive, or, it may die on the side of the road leaving you ride less…
What I want to draw attention to and focus on is the way that Waymo has absolutely perfected the art of taking accountability for their errors, for fixing as quickly and efficiently as possible, and for providing such an exceptional after care experience, it will invariably cause one to want to come back and give them another chance. I can fully vouch for this, as I have in fact been left ride less, with 3 of my children [albeit adult] and all our luggage, at the side of a busy Phoenix road during a Monday morning commute, on our way to the airport.
I think about what we all do for a living. We help people park cars, and then we usually charge drivers for the privilege of doing so. Sometimes this experience is a ‘non-experience’ but other times it goes wrong. Technology fails. People make mistakes. It’s how we all address this, how we serve our customers, clients and treat our vendors that is truly important. How we learn from our mistakes and show grace to others that have fallen short and ensure to do and be better the next time that shows true character in ourselves and within our organizations.
Let’s all be like Waymo. Pushing the boundaries of where technology can take us. Accounting for when things go wrong, and ensuring that we accept responsibility, find a plan to course correct, and come out the other side stronger and better for it.
Carmen Donnell, PTMP, is a Managing Director, North America for PayByPhone. Carmen can be reached at cdonnell@paybyphone.com.