Voice mail blues

Like everyone else, I have a long list of complaints about the automated voice menus that every business -- from my bank to my dermatologist -- seems determined to inflict on customers who phone. Lately, I find ambiguous voice-mail messages and incomplete voice-mail greetings are just as frustrating and time-consuming as those menus.

Take the experience I had this morning.

When I checked my phone messages, there was a voice mail from a software vendor:

"This is Matt at Anonymous Software. I'm calling to discuss your questions about our product. Please get back to me at 555-555-5555."

The software product is one I've been using for several months and like very much (hence the anonymity, at least for the moment.) In the past week or two, I have completed an extensive survey intended for customers willing to beta-test the product's next release. I've also had an e-mail correspondence with Anonymous's tech support team concerning a particular product feature. So I really didn't know why Matt was calling.

When I called the number I had copied from the message, I heard the following greeting:

"This is Kimberly Smith. I'm away from my desk at the moment. Please leave a message and I'll get back to you as soon as possible."

Great. What company does Kimberly work for? Have I reached a wrong extension? A wrong number? A shared line?

I tried the number again. Same result.

Instead of leaving a message for an unknown recipient, I went to the Anonymous website, found their number, and phoned. Suffice it to say that I ended up in menu hell, with every choice leading either to (1) canned information or (2) a prompt to leave a message and have my call returned.

Defeated, I called Kimberly back, waited for the beep, explained the reason for my call, and left my number.

Kimberly, Anonymous, and I are all located in the same time zone. It's after 8:00 pm. I'm still waiting for a return call. And still wondering why, wherever she works, Kimberly doesn't mention the name of her organization in her voice-mail greeting.

Now that I think of it, it's only in the voice-mail greetings of very small businesses that you can count on hearing the company name. Small entrepreneurs know how important it is for clients (and potential clients) to know they have reached the right place.

In larger organizations, it's hit or miss. Changing people's phone greetings -- by voice-mail or in person -- can be a major challenge. As big a challenge as changing the entire culture of an organization to focus on the customer experience. A challenge some organizations shudder to embrace.

Nevertheless, it's surprising how few executives consider what it's like to phone their public numbers. Maybe they haven't tried it. Maybe they should.