Meikah Delid has a great post about making your voice-mail customer friendly. Which got me thinking about Verizon. I have been a Verizon customer for years. Sometimes you don’t have any personal options when it comes to choosing your provider. I use my cell phone for 95 percent of my calls and there’s one little detail that Verizon refuses to fix. This one detail will keep me from being willing to recommend them and I’m sure it ultimately impacts their net-promoter score.
When you get my voice-mail there is no option to get right to the beep. Sprint lets you press one to go right to skip the message and start recording. Verizon makes you sit there an listen to the entire message and then sit there some more to listen to their robo-woman say "at the tone please record your message. After you’ve finished recording, press one for more options. To leave your call back number press 5". Verizon’s recorded message alone takes 10 seconds. I don’t know how much time I’ve wasted over the past ten years waiting for the "beep" on Verizon wireless calls.
Hey Verizon. Do you want very satisfied customers who are willing to recommend you to others? Then don’t make me listen to the same prerecorded message I’ve heard a million times before. It can’t be that hard. Fix it.