I was calling the other day to set up some travel and when I dialed I got a real voice versus an IVR.The funny thing was, I checked to make sure I dialed the rightnumber.
Now how funny is that. We are so accustomed to getting a recording (you have reached…) or a support line, (please enter your account #) that when we actually get someone it makes us feel like we did something wrong.
The reason I bring this up is if we who are in the business of sales or delivering a service are accustomed to this, so are our customers. My question is, is your business focused on the customers or your convenience?
Do you let all calls go into a loop, or support line or IVR so people are already frustrated by the time they speak to someone? If they ever really do? Or if I called you during business hours would I get someone to help me right away?
I have heard all the arguments for IVR and call routing and the economies of scale, but if your business is trying to differentiate itself today, going back to a human connection will do that.
Sounds funny saying that but as Gary Vaynerchuk said at a recent conference,(paraphrase) “Your grandparents are better suited to do business today than you are. They understood relationships and common courtesies and focused on people first, not selling products.”
Sometimes going back to what worked before all the technological wizardry we have today is the right way to do business.
I know I want my customers to reach people when they have a question. What about yours?
Let me know your thoughts.
About Glenn Pasch