Should You Fire the Voicemail Guy?

Seth Godin has a great post discussing the evils of voicemail trees that actually drive customers away.

In short, every CEO (and marketing manager) should call his company, including at odd hours, and go through the pain that their customers go through. Then get the problems fixed.

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2 Responses to Should You Fire the Voicemail Guy?

  1. Tubey Johns says:

    I love Seth’s blog! Great kudos.

    But, don’t you think that scenario is a little backwards? It seems like a truly great CEO would be in control enough to BE AWARE of whatever “voicemail tree” he’s got planted in his front yard. More and more companies are using a mixture of automated and live help now through services like Gotvmail, which allow a single person to control the customer experience. And even though I know there’s a difference between the phone extensions in a huge company and even mid-size one, I think it’s squarely in the manager/CEO’s lap to make sure every branch of the tree is doing what it’s supposed to do. If it gets to the point where you have to “cold call” your own company…

    But, as I said, if it’s a really large company maybe it’s necessary.

  2. john says:

    I have to say, I’ve been through some horrendous voicemail trees, where there didn’t seem to be any option to get to a live operator. 🙁