Key 9 to go to the next menu

Right, one of those short posts from marketing guru Seth Godin today, which – as ever – hits the nail squarely on the head. In How to answer the phone he recounts the difficulty of getting through to a company on the phone, and reiterates the maxim: the only reason to answer the phone when a customer calls is to make the customer happy.

Bland yes, but also dead right. He continues: “If you’re not doing this or you are unable to do this, do not answer the phone. There is no middle ground on this discussion. There are no half measures”.

Saving a few pence a call with a complicated menu tree is a big mistake, he says, because let’s face it, you’d save even more money if you just stopped answering altogether. Where you make money is by making people happy.


  1. Gary

    Chris, it’s nice to meet another member of the Godin Triiibe. Seth is one of the few bloggers whose posts I actually look forward to.

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