Here is what Jeffrey Gitomer says about Customer Reality

• I don’t want to wait on the phone
• I especially don’t want to listen to your self-serving messages as I wait.
• I don’t want to wait on line.
• I don’t want to be told no.
• I don’t want your excuses about why you can’t.
• I don’t want to hear about your policy….

I suggest that after reading the above, have a friend call your office or number posing as a client (not you, your voice will be recognized), pretend to have a problem and see how it is handled.  Is the person answering friendly?  Helpful?  Reassuring?  Did they get the right person to return a call?  And so on and so on.  Any glitches?  Time for a meeting with office and management staff.  Time to FIXIT!