American society traditionally places a considerably high premium on individuality; an individuality which demands the autonomy to “do as I please and to get what I want when I want it and in the way I want it.” And a significant part of such individuality is convenience. The automation of services gratifies this demand. In addition to the automated self-checkout lanes in stores, we also have Automated Teller Machines (ATM). The use of debit or credit cards have advanced by the development of “readers” that allow you to just wave your card to complete a transaction. In fact, there are certain apps that allow you to use your smart phone instead of a card. Then you have online banking and online shopping. Convenience, convenience, convenience.
I am for convenience. I use the automated services available to me. I do online banking and shopping. Yet, again, it is worthwhile to reflect on how far I will allow such convenience to become a mindset that could undermine community. When more and more individuals clamor for their own convenience, sooner or later there will be a clash of demands. In this kind of environment community suffers. Bridges are destroyed; walls are put up. Disconnection and isolation soon prevail.
Last year, Albertsons Store conducted an experiment of sorts. They removed the self-checkout lanes in selected stores, replacing them with either express or full service checkout lanes. The reason was simple: enhance customer service by increasing interaction with an actual person. One would have expected that customers would disapprove such a move. But, as it turned out, the response was mostly positive. Customers welcomed the change, so much so that about two weeks ago Albertsons announced that they will be doing away with self-checkout lanes in all of their stores. Albertsons’ Director of Communications comments: “We feel like having regular check stands or express lanes where a person can actually have a conversation with a checker is a better approach.”
The decision of Albertsons to eliminate automated lanes may diminish convenience, but it enhances community. The long-term results of their “experiment” are still to be seen. But it is interesting to note that somehow there still exists that longing for personal interaction with “real” people.
The Bible speaks of a community with a culture of connectivity that transcends self-centered concerns. It is a community where love and grace are extended to “one another.” It is a community where members are taught: “Do nothing out of selfish ambition or vain conceit. Rather, in humility value others above yourselves, not looking to your own interests but each of you to the interests of the others” (Philippians 2.3–4 NIV). This is the kind of community to which Christ calls his people, his church.
—Keith Y. Jainga