Have you considered that, by using your system to filter out supposed (but unproven!) "unwanted" types, you are keeping your business from growing and realizing its full potential? Wouldn't it be nice if you could become SO busy (by giving your customers the personal touch of talking to YOU!) that you actually had to HIRE some of the unfortunates who have been downsized from their jobs and are on unemployment?
Yes, I have considred that, but my goal is not to grow a large business with employees.
I'm not even striving to make large sums of money. My goal is to charge very reasonable
rates and provide superior service as compared to my competitors. I don't need a huge
number of customers to survive because I don't need much money to keep myself happy
and I don't want to work long hours. What this all boils down to is an ability to select
the nicest people to work for. From there, it boils down to freedom and happiness.
I guess I don't understand how installing an IVR is going to screen out customers who do all of the above. Your system has screened ME out and I am none of the above!
Ok, first off, I never said that an IVR system would effectively screen out "all the above".
When I listed all those negative customer traits, I was answering your question about
why any business might want to turn away certain kinds of customers.
You stated that my system screened you out. Well, judging by all the things you've
said in this thread to me and others, your personality is shining through. I'd now
classify you as one of those customers who would be hard to please.
So.. NO PIZZA FOR YOU! YOU ARE BANNED 1 YEAR! (Pizza Nazi)
Hehehe. Just kidding, Sourdough Girl.
And, from my perspective (potential customer), it really doesn't matter what industry you are in... food service or laundry service... it's all CUSTOMER service. When I asked why I would want to order food from anyone who doesn't want to talk to me, that question could apply to anyone selling me a good or service.
All the above is true, but in reference to IVR systmes, it's not that simple because
the nature of some service businesses allows them to use IVR systems effectively.
For example, using an IVR system to place custom orders for pizza is a very bad
idea because of all the key presses or voice commands that would be required
and for the potential problems that could occur during that long tedious process.
On the other hand, using an IVR system to handle a plumber's customer calls
could be quite effective. Customers could call the IVR system to get some
general prices of services offered and the ability to leave their name
and phone number so the the plumber can call them back.
A large corporation with millions of customers could effectivley use an IVR
system to handle routine calls which would benefit the customer by keeping
the costs down. One example of this is a credit card company that utilizes
an IVR system to validate the customer's identity and provide information
about the account.
Bottome line, the use of IVR systems for customer service is a complex
issue depending upon the type of business and the kind of service being