The perfect plan B
So, I just finished a meeting with a client where we reviewed his restaurant’s customer service process. One of the things on the agenda was to review his staff’s handling of incoming phone call orders.
We put the phone on speaker and dialed the restaurant. The phone rang about 10 times, but no one picked up. I hit redial. This time an overwhelmed rep picked up the phone and put us on a 6-minute hold to finish with the previous caller.
Needless to say, my client wasn’t very proud of the way the call was handled. He surely didn’t want his clients to be treated this way.
At this time his budget did not allow for hiring additional customer service representatives. Therefore I suggested that he activate a voice mail system during peak business hours, where callers can leave a message and a rep will get back to them as soon as possible. This, I claimed, would result in customers not being turned off when their calls go unanswered or by endless waiting on hold.
My client couldn’t bring himself to implement it. His reasoning? “I believe people like to get their phone calls answered rather than having to leave a message…”
So what do you think?
Should a business stick with a flawed plan A, or rather implement a perfect plan B?