“If You Know Your Party’s Extension, Enter It Now…”
by: Gene De Libero | September 5, 2009 | No Comments
I had occasion to call around to a few security assessment vendors a couple of days ago to request proposals for a project I’m working on. I made my short list the same way I’ve always done it; from my own experience, through recommendations from people I trust, and from information culled from research.
The results of the first call I made completely blew me away. I can honestly say I’ve never experienced anything like it. I called in and immediately began the arduous task of navigating my way through the company’s automated call system.
“If you know your party’s extension, you may enter it now…”
Well, I had no idea what my party’s extension was, but I did know I wanted someone in sales. Unfortunately, there was no option presented for a sales extension.
I continued to wade through my choices, none of which applied. I tried pressing “0″ in the hopes I’d be connected with a human, but to no avail. I decided to hang up and call in again.
Upon connecting the second time, I immediately started pressing “0″ on my phone and was in fact routed to a human. Success at last; I figured I was cooking, at that point.
Me: “Hi. This is Gene De Libero. I’m calling to speak with someone in sales. Would you connect me, please?”
Operator: “I’m sorry, but I don’t have an extension for sales. I only have a list of names.”
Me: “I see. Well, I’m not sure who I want to speak with since this is my first call – I’m a potential new customer with a pressing need for a proposal for services.”
Operator: “I only have names. I don’t know what people do.”
Strike One.
Me: “I understand. Can you transfer me to the CEO please?”
Operator: “I don’t think he’s in the office today.”
Me: “OK. How about the CFO or anyone else in the executive offices.”
Operator: “I only have names. I don’t know what people do.”
Let me add here that the company is a very well known entity in the computer security business. Let me also add that at this point that I should have hung up, but like a rubbernecker passing a roadside traffic accident, I just had to continue.
Me: “OK. How about the person who heads up business development or anyone else besides you.”
Operator: “I’m really sorry, but I only have names. I don’t know what people do.”
Strike Two.
Me: “I’m calling you as a potential new customer. To spend money. I want to give your company my money. Can you connect me to anyone who’d like to take my money?”
Operator: “I’m really sorry, but I only have names. I don’t know what people do.”
Strike three.
Hey, big computer security company – I called two of your competitors and got a human on the second ring, instead of an automated phone attendant and a useless, robotic human. Your competitors made sure to train the people answering the phone so they’d know exactly who a prospective customer should speak with for any given request.
I’ve already had an in-depth call with each of the other two companies I reached out to (you know, your competitors) and will most likely have a proposal in hand by the time I return from the Labor Day weekend. One of the two companies will have my business (and my money) by the end of the week.
Here’s the take-away, as far as I’m concerned: Take the money you’d spend on an automated call system and spend it on training a human or two about what your company does and who at your company does it. The revenue you’ll capture from customers you’d otherwise lose because of corporate incompetence will be far more than you’ll spend to field a couple of knowledgeable team members.
Has anyone else run into corporate incompetence similar to what I’ve described above? I’d love to hear about your experiences.
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