Comments on: Interesting Marketing/Sales Technique

By: Eric Carter

Eric Carter — Thu, 30 Oct 2008 18:27:49 +0000

I absolutely hate automated greetings. I feel like I’ve been tricked every time a different voice comes through the speaker after I place my order.

I’ve called and complained to a few local restaurants about this practice. One place explained it was to help decrease wait time. I, however, would rather that the order-taker ask me to wait for a short time if they’re too busy at the moment to take the order.

I refuse to be greeted by a machine, and I will happily take my business to other establishments.

By: Lucy

Lucy — Fri, 02 Mar 2007 13:42:52 +0000

Thanks, Steph! Yes, and I do try keeping up with the changing times myself. It’s very important.

By: Steph

Steph — Fri, 02 Mar 2007 02:55:29 +0000

Thank you. And you’re absolutely right! It’s affecting everyone. If you want to stay ahead of the curve, you probably need to also see how technology can help you.

By: Lucy

Lucy — Thu, 01 Mar 2007 21:18:38 +0000

Great post. Gets me to thinking if a drive-thru is using technology to their advantage, there are so many possibilities for the rest of us! It’s not just the IT Departments that need computer skills anymore, it’s an imperative prerequisite for all job facets, including the cashier at the local grocery or the real estate agent.

By: Steph

Steph — Fri, 23 Feb 2007 02:47:44 +0000

Hi Eric,

I didn’t realize it had been going on for some time. Based on how I run LandlordMax, they must be continuing it because it’s effective!

And you’re absolutely right, it can also be used very effectively to save time and money, if done right! That’s they key. Too many times we see companies getting you to enter in information in an automated system only to ask you again by the “real” person you finally get (and every person thereafter).

It’s interesting that it worked on you. I’m sure it’s worked on me in the past as well, I just probably wasn’t aware of it. It really brings home the point that not all marketing needs to be direct and in your face, sometimes subtle smaller techniques can be quite effective as well.

By: Eric

Eric — Mon, 19 Feb 2007 14:43:50 +0000

Hello Steph,

Yes they have been doing it a while. During the day (not the morning rush) they have a standard, pleasant greeting.

I agree a warm, consistent greeting is good.

Another angle I believe is that during the time of the greeting, the employees don’t have to be greeting, they are processing previous orders, getting ready to process yours.
Just like for many years now having an automated system on directory assistance. Reducing the amount of “Hum I think it’s on King Street” “Ah try Queen Street” The directory assistance system I believe illiminates pauses when listened by the attendant.

In addition to consistency, it’s saving time, for the company, hoping it’s not a total “production” issue but a quality issue for both clients and staff.

From a results point of view, it must work. I know like other multi nationals…like http://www.landlordmax.com they test, test, test.

I was in London,ON a few years back, and a few Timmies were on a six month trial of those LCD panels inside the store and in the drive-thru line. The results were positive, I would imagine, as now most locations have them.
I have been “victim” of the success of these methods: Pulling in for a quick coffee, having a short video of the donut of the month “pumpkin spice” and said: I’ll try one of the new donuts. When I first saw them, I said: Is seeing a video of a soup being put in a bowl going to make me want to have a soup, when all I want is a coffee?

From a convenience, customer experience point of view, and a big time saver for client and resources. I have been to my bank’s ATM and they now have “take out your regular withdrawal” option. Saving time to pick: savings/checking/account/amount etc.. you just chose the option and get your cash. 4-8 keystrokes, mini decisions add up.

Efficiency in enterprise!