The other day, both my internet and phone service was out temporarily, so I called our provider AT&T to find out what was going on. I never got to speak with an actual person, but that is not what this post is about. (That is another post for another time, for sure.)
When AT&T put me on hold, I heard the familiar 4 notes that they play on every commercial after you see a man speaking to children and after you hear the children's answers, which sometimes make no sense at all to us adults. I got the feeling that this is what AT&T thinks about its customers calling. Are we just children that cannot see the whole picture that they need to "dumb down" their assistance?
I admit that I am more sensitive to what people think and say about me than I should be. Some people call this low self esteem and it could be, although it is not pervasive.
Don't you think AT&T has more than one loyal customer with low self esteem or sensitivity issues? I think so.
It's not Big Business's job to make sure everybody feels good all the time. But if they want people to purchase their products and services, it is time they paid attention.
Those commercials are cute, and I totally get the point. But I don't think you should play that same child-like music on your HELP line, AT&T.
How does YOUR marketing make your potential clients feel?