10 years ago I could never imagine being able to access my entire office from my cell phone. In all honesty, I probably wouldn't have thought about it 5 years ago. Today (if I absolutely needed to) I could access my office from anywhere is the world. It still baffles me to think of that.
The other side of technology is not so pretty. Major companies have found it more cost effective to have computerized menus. Customer service has completely disappeared or become more impersonal. I hate the fact that I can't just call Verizon or APS and have a real person answer the phone. You have to go through a computerized menu to filter you to the right area. Once you finally reach a "real person" you are beyond frustration.
The other thing that happens more often nowadays is getting sent directly to voice-mail, which in my opinion is even worse. You are literally at their mercy as to when you will get a call back. Generally when they finally do call you back you are in the shower, bathroom, or in a meeting. I applaud companies like Southwest and Apple who realize the value of their customers opinions and have setup up a call back feature which actually allows you to schedule an exact time frame with them. I think this is the best of both worlds.
How would I handle technological advances at our company? Well...our business is run a little bit more old fashioned when it comes to that. We aren't always perfect, but if you call our office Mon-Fri 9-4 we will always be there to take your call. You may have to hold if we have other calls, but eventually someone from our staff will be on the line to handle your questions, concerns, etc.
We also offer to be contacted by email or through our website for the people that choose to communicate that way. This does account for a lot of our business, but at the end of the day I would always prefer to speak to people in person or over the phone. I feel that it creates a better relationship and dialogue for doing business. I realize that as the years pass this way of thinking will become more rare.
What does everyone else think? Are you OK with where we are heading as a society, and the fact that we use e-mail and texting as our primary form of communication...where no emotion can be seen or heard? This is a hot topic and I would appreciate some feedback.
Great link to article that bring up the same points I touched on.
Realtor, Property Manager, New Blogger