Your Phone System Can Cost Your Company Money

I've had it. My auto insurance company, MetLife, has the phone system from hell. It's one of those voice prompt systems where they ask you questions, supposedly "to serve you better", and you respond with spoken words. There are several prompts, some redundant, and the process takes about three minutes to get to a real person. We have five family vehicles that we insure them for about the last five years and I have always tolerated this system. But no more, I'm done with them.

My son bought a Jeep and I was trying to add it to the policy on Friday. This would have been vehicle number six. Two times I went through the whole process only to have my call inexplicably terminated when I got tantalizing close to a real person. On the final attempt I was yelling at the phone, because we all know that these voice systems work better the louder we speak. I then saw that my poor dog was freaking out! She thought she had done something wrong. I immediately consoled her and gave her a treat.

I called my local agent and he answered the phone. He quoted me a price that was actually lower than what I had been paying. This I would have never discovered if MetLife had a better phone system. Their letterhead has the motto "Outstanding People and Service". I don't think so.

Real estate agents have long know the benefits of answering their phones. A missed call can mean a significant portion of our monthly income. Please, Mr. & Ms. Realtor, don't say you provide outstanding service unless you answer your phone.

Update 11/10/2009:I did get through to a MetLife rep today, after 8 voice prompts by me and 4 commercials by them, and canceled my policy. The rep was polite and efficient. He said that on Friday the phone system was dropping calls. I have never had any problem problem with the employees. Getting to an employee was the problem.

Wayne B. Pruner is a Realtor® at Oregon First, who works in the Portland and Tigard, Oregon area. He is ready to help you with all your real estate needs and he is also a licensed contractor. Wayne knows houses. His phone number is 503-891-0795. Here are links to his real estate website and his real estate blog.