1- they hate their jobs. 2- many are hired as temp, and given absolutely crappy wages 3- they are being hired to do something that could easily be accomplished with some programming (i.e., taking data from one system and copy/pasting it verbatim into another system)
"We view self-service with the same skepticism that a company in California might view hiring a salesperson. And it's ended up working well for us."
So perhaps they also view automation (software replacing humans doing repetitive tasks) with the same skepticism?
You need to give them a turnkey experience, hold their hand and make it easy for them. You show up with the "form" prefilled (I mean like a paper form) and say "sign here and I'll do the rest." And if you drop the paperwork off (say they are out to lunch) you put those little post-it arrows so they have nothing to think about. This is really big with that market. I'm not a fan of groupon but it impresses me that they are operating this way (and that Mason said that).
but my view is skewed as i'm a programmer.