Welcome to DORO – Pull Up a Chair
by Mia Jackson
“Well, as unsexy and low-tech as it sounds, the telephone is really powerful.” Zappos CEO Tony Hsieh
In a recent HBR Blog post by Bill Taylor, he asked basically if that lifeless “Press 3” voice on the other end of the phone line at your bank, store or insurance company was driving you crazy. (That’s if they even have a number for you to call.) Taylor, the cofounder of Fast Company magazine, asked if the money saved on the front end of the automated customer service function was worth losing great customers. As small business owners or working professionals, we know how critical it is to get an issue handled quickly and accurately. The maze of phone prompts can leave customers frustrated, confused and packing up their toys to go play elsewhere. But the big companies aren’t the only ones with the issue. Do we do the same thing?
There may be only two prompts on your PDA’s voicemail system, but when used too often, they can cause the same frustrated feeling for your clients. For example, I work with a great graphic designer but she will never answer her phone. She prefers to wait to respond to email or some other non-human interaction. While I love her work, when it’s time to move quickly on a project, she’s last on the list to call. Talking through creative issues is critical and nuance can’t always be communicated via email.
Use that “ignore” button carefully on your phone. Think about it, they named it such to convey it’s true purpose. Is that how you want your customer or client to feel – ignored? I say no. So when a customer calls, pick it up.
HBR Article: “Press ‘3’ if Automation is Making You Crazy”