I recently had to ship a package internationally and was trying to get the cost for the shipment. Our receptionist was kind enough to call our vendor's 800 number to get my question answered. As I stood there it was obvious that she had encountered one of those voice response systems, as she dutifully answered "yes, international" etc trying to navigate through the system. After many levels of trying to get to a human being and punching various numbers into the phones key pad she finally reached a real person. After she hung up I realized I had more questions about what was needed to get my package shipped internationally, but I couldn't bear watching the torture unfold again. So with package in hand I went over to the local FEDEX store, had my questions answered by a real person, and the package on its way in less time than she spent on the phone.

Now I once had a credit card that advertises unmercifully on the television and had occasion to call them about an unauthorized charge. After navigating their voice response system I finally reached a real person, but by the quality of the connection and the accent it was clear that I was speaking to someone on the other side of planet. After that experience I cancel their card and opened an account with our local bank. They have a 24 hour customer hotline that connects you to a real person with one touch.

Since I worked many years in the technology sector, I understand more than most how beneficial technology can be. There are enormous informational resources on the internet that can answer most factual questions. But what do you do when you need help? Can you imagine a 911 service that used a voice response system? As part of my real estate business, I occasionally have to set showings for homes that are listed by limited services agencies and have to deal with yet another voice response system before I can get to someone to give me the information I need. A recent survey by the National Association of Realtors shows that limited service agencies have dropped their market share from 5.7% to 3.7 %. Can the answer be lack of service? When your dealing with your largest investment, do you want to hear "How can I help you..." or "press 1 if your would like to sell your home". Today's technology is one of greatest tools in real estate, more pictures, more information, to more people. But it has to be understood and used wisely by both consumer and provider.