How many of us have been on hold and heard this statement “Your call is important to us?” This statement is probably the number one leadership lie in this country. If our call was really important, we would not have to be bounced from one automated message to another, wait 15 minutes or more and then told to call back because the call center is experiencing a heavy call volume.
I am not entirely sure why we have removed the human experience from the business world. The obvious why is automated messages are a way for the organization to save money. Possibly some have been led to believe this type of automated message is what their customers want? Yet listen to most customers and the super majority complain about those automated messages.
What I do know is “your call is important to us” is probably the greatest and most obvious leadership lie being faced by businesses today. If executive leadership really cared about its customers, it would not have made customer service interactions so much more difficult.
Let’s set the record straight, here and now. Leadership does not care about its customers. No what leadership really cares about is the bottom line, its shareholders and probably their own paychecks.
Isn’t it refreshing when we call any business and immediately get a real human being on the phone who we can understand? Of course sometimes we receive the voice mail message about the person being unavailable and most in business understand those situations. Then when we receive the returned call from the other person, we are inwardly happy we do not have to go through the cumbersome, customer service automated message routine.
The human connection is the foundation of any business because people buy from people not robots with automated messages. Maybe it is time to bring back the human connection in business and end this obvious leadership lie of “your call is important to us?”
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Leanne Hoagland-Smith is THE People and Process Problem Solver. She supports forward thinking leadership in bridging the gaps between the two problems restricting strategic business growth – people and processes. Leanne can be reached at 219.508.2859 central time USA. Follow her on Twitter or check out her profile on LinkedIn.