Anyone that knows me knows I have a serious love hate relationship with technology. As a businessman, I understand all the ways technology has enhanced many aspects of our lives. However, the world we live in has become far more impersonal than I would have wished for. In many ways technology has caused us to lose touch with real human interaction. The modern day voice mail, or as I like to call it “voice mail hell” is a prime example! Nothing infuriates me more than calling a company and not being able to speak to a live person. Insanity!
How did we ever ‘evolve’ to a place where humans are actually talking to computers?
Making these calls causes me a lot of undue stress. My stress is magnified when the stupid computer does not even give me options that address the reason for my call, and again when the computer can’t understand what I’m saying!
GIVE ME A HUMAN TO SPEAK TO PLEASE!!!
A Lesson From GoDaddy
This past Saturday I received a notification email from GoDaddy stating Jakekevorkian.com was about to expire, it instructed me to “click this link” to renew. Normally, I would have ignored it, but this blog is very important to me and the window to renew was closing in.
Here I was, confronted with the decision to (a) try to order something online or (b) suffer through voice mail hell. Then I remembered, most companies go through great lengths to hide their phone number from their customers, simply because they do not want us to call. So I thought there was no way a company such as GoDaddy would offer any option to renewing, other than online, but I decided to take a look anyway.
Well, guess what, I was pleasantly surprised! GoDaddy’s website provided online instructions on how to renew my url, but in addition, right there in the middle of the site, in nice big letters, a number to 24/7 customer support. So I decided to call. When given the option I will always choose to speak to someone (or at least try to)! After all, maybe, just maybe I could scream loud enough or press zero enough times in a row to actually trick the stupid computer into letting me talk to a human.
When I dialed the customer service number I was instructed to press two numbers. The voice recording then said, “Please hold for the next representative.” Wow! Could it really be this easy? Within a couple of minutes a very nice man named Mark was on the line helping me. As he was locating my account we talked about the famous GoDaddy commercials, and the fact that Danica Patrick was the first female to have the Pole position at the Daytona 500. He predicted, and rightly so, she would not win. All in all it was about a 4-minute conversation with a human and my account was all set for the next 9 years!
I think there is a lot we can all learn from GoDaddy, especially if you own a business. Less Internet and voice-mail would make your customer experience much more pleasant. Remember, we are humans, not machines, answer the phone when I call! A little human interaction is nice sometimes, even in 2013.
Wishing you all the success you will allow yourself to have!