You can't buy everything on the Internet.

Two things have struck me about the web over the past few days. Firstly, it's easy to forget that, for many people, the internet may not be a priority. I was reminded of this on Sunday when I gave a talk on photography at a local gathering of glassmakers. I was chatting to a lovely lady afterwards and I mentioned some online resources to help her get started in photography. She told me she hadn't actually been on the internet yet. I have to admit I was stunned. I know that's more to do with my assumptions than anything else but I guess I did think that everyone 'did' the internet. I gave her YouTube as a resource and her response was 'what's that?'. Nothing wrong with not prioritising the web. This lady was a dedicated craftsperson and was focused on her work. She had no need for the internet. If I'm honest I've spent hours wasting time online when my time could be more productive. Perhaps I should take a leaf from her book and focus on taking more pictures!
The second point about the web is that it's easy to be seduced by low prices, next day delivery, and getting the next bit of kit. However, you can't often buy the personal touch and offer fabulous customer service online. I made a complaint yesterday about my treatment in a retail store. I felt offended by the manner of the salesperson and after leaving the store (and taking a few deep breaths) phoned to explain how the experience made me feel. After some explanations on both sides the staff member apologised and it felt genuine. I got home to an additional phonecall from this staff member apologising again and offering to personally deliver the items I was after, to my home, for free - by way of a proactive apology. I did of course agree to this (never one to turn down free stuff). He duly arrived, he handed over the goods, we shook hands and it all finished amicably.
I felt much better at having been listened to and apologised to so quickly. He felt better because he was offering a great experience so soon after a bad one.
It's that level of service and customer interaction that is difficult to source on the internet. Low prices don't give us the whole picture!