When Systems and Technologies Actually Hurt Your Business
Last Friday night I received multiple calls on my cell phone from a local number that I did not recognize. I was out to dinner for a friend’s birthday so I decided not to answer. However, after the 4th call (at 8:30 pm), I decided that I should answer in case of emergency.
It was a robot recording from the dermatologist’s office calling to confirm my appointment for the following Tuesday.
While we love systems and technologies as much as (or probably more than) the next guy, this was over the top. Once my blood pressure lowered, I thought, “What should be our litmus test on whether or not to implement a system or technology?”
Before implementing a new system or technology ask, “Will this system compromise the warm and fuzzy feeling that our clients or our employees feel about our company?” If the answer is “Yes”, don’t do it, despite the efficiencies gained.
Needless to say, I did not feel warm and fuzzy about my dermatologist. In fact, I felt like I would probably be put on a conveyor belt and inspected and stamped by #43 (while still paying the full service price).
Author: Alexandra Gibson
Alexandra is the CEO of Gibson Design Management and Managing Partner of interior design firm, Gibson Design Group. When she's not busy trying to build an empire, you can find Alexandra riding a horse, giving back to the community, playing with her Scottie, McCord, or drinking a martini (preferably not all four at once).
Follow Alexandra on TwitterTags: Automation, Customer Service, efficiency, Systems, Technology
This entry was posted on Tuesday, September 29th, 2009 at 5:59 pm and is filed under Customer Relations, Technology. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.
September 29th, 2009 at 6:31 pm
I agree! I had an eye appointment last week and I received 4 calls within 24 hours reminding me of my appointment. Annoying enough to make one want to cancel but then who gets charged for canceling without 24 hours notice?
September 30th, 2009 at 6:49 pm
Great point. There is so much more they can do, too. Voicemail is so 80s. I like the reminder, but I’d prefer to receive it via email. Then I can easily copy it to my calendar. Others may prefer a text message. Why not ask customers what they want? I really would not mind one more field to complete on the forms I have to fill out already.