How Valuable Is Your Customer’s Time?

I contacted Bell (our local telephone conglomerate) yesterday to update my phone plan. Here is the sequence of communications during my call:

Auto Attendant: “Welcome, please enter the cellular number you are calling about.”

Me: Number entered, option selected (choose to speak to a live attendant).

Auto Attendant: “Before we forward you to a customer service agent, please enter the cellular number you are calling about.”

Me: Number entered, patiently waiting.

Customer Service Representative: “Hello, thank-you for calling Bell, can you please identify the cellular number you are calling about.”

Does that which presents the greatest benefit and value to the customer govern your business focus and direction? How long before customers or clients realize that promises of “value add” or “customer centric” are simply specious?

In my view you pay for what you get; Wasted time, poor efficiency and internal politics included.

© Shawn Casemore 2012. All rights reserved.