It never fails. Whether ordering a pizza or making a doctor's
appointment, I hear it almost every time. "Can I put you on hold?",
they ask. Before I have a chance to even answer...I am on hold! What
just happened? Was it a rhetorical question? Why even give me the
option? Why not just say, "Welcome to XYZ, where we promptly put you on
hold!".
Some people hate automated phone systems, but not me. I like to be
informed of where I stand in any given situation. I would rather have
an honest computerized voice telling me I will have to wait (and also
likely telling me for approximately how long), than to encounter a real
life human being who will tease me with a choice and then make the
decision on my behalf in a split second. Imagine if everyone you
encountered operated this way. You might be standing in line at a fast
food restaurant and be asked if you'd like to try a new item on the
menu they are trying to push. Before you have time to think, you're
being charged for it while it stares at you from your tray. You might
be at the theatre seeing a play or musical. Instead of, "Would you like
to buy a program?", you get the same question followed by a hand in
your wallet or purse rabidly searching for your billfold.
I guess the real aggravation is that I really don't want to hold, and
businesses know that. "Can I put you on hold?" is a nice way of saying,
"Do you want to hold, or just hang up and try back later?". Have you
ever met anyone who wants to hold? Has anyone ever asked you if they
could call you and have you put the phone down for an hour or two as a
birthday present?
I just want a little more honesty, that's all. If you can't automate
your phone system, at least hire enough people during peak business
times to facilitate your customers and have the necessary phone
equipment to handle the call volume. i think either of those are
welcome alternatives to asking me if I'll hold. If not, I may be forced
to simply "hold" onto my money and go elsewhere.
