I called a local restaurant today to find out about the starting time of a monthly promotion. Normally, when the phone gets answered I click '0' to be sent to a voice right a way, but today for some reason i took a listen, and here were my choices: (Phone System prompts are in bold)
1. For take out dial ext. ##
Standard, first choice, makes sense, certainly hours and times are up soon...
2. For a manager contact the hostess stand.
I don't really want to bother a manager for the location and times, they must be coming up soon...
3. For accounts payable please dial ###-###-####
HUH?! Accounts payable?!? All I want to know are the hours of the restaurant!!!
4. For human resources dial ext. ##
WAIT, I don't want a job, I just want to know where you are located!
5. For large parties, groups of 10 and special events within 3 days dial ext. ##
I don't even know where you are yet, how can i plan an event there....
6. For any other reservation further out than 3 days please dial ###-###-####
Setting aside the fact that I still have not gotten the hours or location, I HAVE TO DIAL ANOTHER NUMBER TO MAKE RESERVATIONS?!
7. To listen to these choices again please dial ##
ARGH! When are you open? What time do you close? Where are you?
8. -----(name) is open for lunch and dinner on the beautiful waters of...
In addition to all of this...no mention of the special event and no human interaction at this point.
When people call into your restaurant or business, does it feel like calling they're calling a credit card company or do they get a warm welcome that most people associate with a welcoming meal?
A lot of things can be automated in this world and there is a place for much of it, but taking the human touch out of the hospitality business will often take the customers away as well.