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How I Navigated Through Telephone Hell

Written by: Don Zihlman

Article Overview: Let's make it as difficult as possible for customers to do business with us!

How I Navigated Through Telephone Hell

I don't specifically speak on customer service, (although it is part of any company's sales effort), but maybe I should. As we all know all too well, many businesses have substituted automated telephone answering systems for living and breathing people. I recently called a local television station to speak with a sales representative, and of course the call was answered by an automated system. I could dial the extension of the person I was calling, or I could search the directory by spelling their name (didn't say if I had to spell their first name, last name, middle name, maiden name or stage name) or I could wait on the line and an "operator" would answer my call. I waited, and I waited and I waited. Finally a message came on telling me that the "operator was unavailable" and I should leave a message.

I couldn't take it anymore, so I hung up. Later in the day I tried again, and after another trip through telephone hell I did get through to a receptionist. I asked for the person that I wanted to talk with, and her immediate response was, "Oh, they don't work in this office. I can't transfer you but here's the number where you can reach them."

I didn't say anything, but just quietly wrote down the number and placed my call. I finally got through to that person, but it took the better part of a day to do it. What a great way to build your business and welcome customers!

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JW Site redesign - I agree the Font is a little small. Also on the homepage I believe it will be effective for you to display an offer to sample your services - I believe you had one in your previous site. This is only constructive feedback.... I'm not sure about the length of the "quote" page - possibly too many questions. I wouldn't fill it out after seeing it but would pick up the phone to call you and deliver my thoughts over the phone. Maybe if you reduce the questions down to three/five questions without me having to explain in detail what I am looking for - I would complete it. One of your final questions would be: what's the best time to contact you? You can call the prospect then to get more details and you would record it during that session. I did this when I ran my webdesign company and it worked really well. my questions were: Name? Telephone? Email? Briefly describe your ideal website? Best day and time to call? I captured the details during the call-back.


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