I was just paying my invoice for my Supra Key by going through the automated phone system. I love how technology can make our lives easier, so I do not mind going through some steps on an automated system if it means getting through it all faster, since I do not have to wait to speak to a live representative. However GE's system caused me to wince. After pressing the appropriate number for my option, I felt that I had hit the wrong number, only to find it was a safeguard on their part. Again I was asked to confirm what I wanted to do, but that seemed not to matter. Some more warnings, and finally pressing a number for my requested option yet again. Finally getting to a point where I am in the payment process, I ended up having to speak to the operator.
This adventure left an impression on me. To call my sister-in-law's house, I have to go through the same hoops, because my brother-in-law thought it would be fun to have such a system on his home phone. If my wife cannot reach her sister by the cell phone, she does not speak to her sister. While working my way through to pay the invoice, I thought that several people might just disconnect.
I wanted to put my thoughts out there, since you may have such a system for your office, and you just might want to consider how easy is it for a customer to navigate it. My favorite system was from an accountant who worked alone, but wanted to give the impression of a big office, so he made clients go through quite a course to reach him.
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