Wednesday, March 30, 2011

Cutsey Phone Scripts

I'm back to the blog.  Been kinda busy and didn't realize how long it's been.

I just called a nursing home in Salem, part of a large for-profit nursing home chain headquartered in Roanoke. The poor receptionist is required to answer the phone "It's a great day, thank you for calling (nh name) home of . . . " yadda yadda.  It seems to take fifteen seconds and two full breaths to get it all out.  As is my nature, I immediately sympathized with her about the mouthful of nonsense she's got to spew every time the phone rings.

Ignoring the fact that it's raining and cold out, negating the 'great day' thing, the routine is silly. To me it's a turn off.  Most people don't even listen to it, they wait for the spiel to end and then ask whatever they wanted.

In the office I share with another lawyer, Emily - the best receptionist we've ever had - answers simply "Hart and Hart Attorneys; how may I help you?" It starts the call with basic information: what office the caller got, and then sets the tone of wanting to help the caller.