How many times have you made a call to a business, only to get a recorded message that goes something like this? “Your call is important to us, but we are extremely busy at present. Please hold on and we will get to you as soon as possible.”
“And then another voice cuts in and informs you that waiting time is currently 15 minutes – 30 minutes – an hour!!!?”
When I hear this type of message I actually interpret it as “Your business doesn’t matter to us at all. Although we are a large company, to maximise our profits we minimise the number of staff who man the phones”.
There’s no excuse for it and some companies (I won’t mention any by name) always seem to give out that message, even at the quietest of times. Which leads me to conclude that they man their call answering services secure in the knowledge that the poor punter will always wait – because he has no other choice. So their customers are of no importance to them at all.
Here’s an idea. What about these offending businesses trying a different tack? How about prompt, personal service? Answering the phones with a real person thus creating a genuine relationship. In my business, I value my clients and certainly want to talk to them whenever they ring.
I’m not sure what the benefit of writing this is. I can’t think that any of these offenders will change their ways. But I’d be interested to know if anyone agrees with me on this – that I’m not a lonely voice, crying in the void out of sheer frustration. If you give me a call, I promise I’ll answer it – personally.