Are you a patient person? With certain things, my mom is not.
For instance, she called a telecommunications company, and was on hold for an hour and a half, while their recording indicated a wait time of 30 minutes.
A wait time on the phone of 30 minutes seems crazy to me, let alone an hour and a half!
I could tell this was difficult for my mom, and I understand, since I really don't think I could wait an hour and a half for things. Like breakfast, lunch and supper! Or going to the bathroom! Imagine...
Now, my understanding is that this is not really new. There are quite a few organizations that have notoriously long wait times, and nothing seems to have been done to improve that. Why is that?
Maybe this only happens to my mom? Maybe they cannot afford to hire more employees? Maybe it's all on purpose, so we just stop calling? Maybe the CEOs are not aware?
I think the answers are; no; impossible!; hard to believe that; CEOs must or should know.
I know that I'm just a Brussels Griffon, with not much pull with these kinds of things, but I am hoping some brilliant CEO reads this article, and does something positive for their customers.
If a dog feels this way, it's likely that humans do too, and the time they spend on hold gives them the opportunity to dislike the people they are calling. Not the best result for customer service.
So, I was just wondering, are you a patient person?
“I Was Just Wondering” is a Sunday feature on Sudbury.com from Finn, a Brussels griffon breed of dog, and his “mom,” Jaana Pirnes. Come back next week to see what Finn is up to. Got a question for Finn? You can email him at [email protected].