Recently I paid a visit to a national telecommunications company to pick-up a demo piece of equipment we were evaluating.  When I arrived at the front security doors I was “greeted” with a  phone mounted on the wall.  There was a sign indicating an extension for a service technician but since I was just picking something up that didn’t seem appropriate.

I picked up the phone and pressed zero – I thought that was a pretty good guess.  After a couple of rings the phone was answered and I explained that I was here to pick-up a demo.  ”Where are you?” asked the voice on the other end of the phone.  ”Trying to get into reception” I replied.  ”I am reception” she retorted and I don’t see you here.  Where are you?” she asked again.  ”I just walked in the main door and now I’m standing in between the double security doors” I offered.  ”What city are you in?”…

This was getting ridiculous – as it turns out the operator was located in Toronto and of course I was standing in London.  I told her the purpose for my visit and she transferred me through to my rep.  I was feeling much better until I received the dreaded…. voice mail!  At the end of the message the prompt indicated that I could reach an operator by pressing… wait for it… “zero”.  So I did that, fully expecting to re-connect with my new found acquaintance in Toronto, but this time I was subjected to “This option is not available, if you know the extension of the person you are trying to reach…”

At this point I thought it might be quicker to send an email so at the very least my rep could dispatch someone to meet me at the door.  As I was about to do that luckily someone walked around the corner and said “Are you hear to pick-up the demo?”

“Yes, yes – that’s me I excitedly replied”.

As I left (with demo equipment in hand) I pondered how many “barriers” are routinely placed between companies and clients under the often mis-guided guise of  streamlining or automation.  It made me happy that one of webAssist’s 2009 initiatives was to disable our telephone Auto Attendant and invest in a full CRM (customer relationship management) system that empowers all team members to access relevant client info so no one ever has to explain their “story” twice.

I also reflected on the experience and thought it rather ironic considering this is a telecommunications company.

“Press zero to comment on this post” – just kidding – I wouldn’t do that to you.