I like talking to real people. In person. If that is not possible, then a real person on the other end of a phone will do. In this case I mean when doing business.
An ATM does not smile or say “Good Morning!”
An automated phone call with fifty two options followed by a Concerto does noting for me. If I have to continue to press buttons to complete my business, I HANG UP!
I like to speak to a real person, who can answer all my questions, with an interesting voice or accent while interacting with me. Hopefully we both come away from the call feeling better about the day.
This morning I did feel better.
Sorting through a bundle of paperwork, I discovered my renewal notice for motor insurance was due tomorrow. The reason it had not been sorted, is I was still waiting for an answer to whether I am allowed to renew my driving licence. Yes, the medical forms are still doing a tour of Northern Ireland before the final decision is made and I am informed. 🙁 If the licence is declined, there would be no reason for motor insurance.
Living in hope, I phone the insurance company to renew coverage for another year.
I spoke to a delightful young man (DYM). I gave him my policy number and said I wanted to give him money. He laughed and asked the required questions to make sure we were on the same page.
I then enquired if he could do better for me than the figure I had in front of me.
DYM – “Now let me see… I can reduce it to £xxx.xx” he said.
Me – “ I am always surprised that if I ask, the renewal cost is always reduced, yet if I say nothing the full amount would be taken, without comment.”
DYM – “It is a discretionary reduction. There is no obligation to give it. A customer who has been with us just a year or two would get a small reduction. Since you have been with us for a good number of years then the reduction is worth more for you.”
So I happily gave him the long number on my card and answered his other questions.
Today I have £51.53 to play with all because I made a phone call and asked for a reduction. It would not have happened if I paid by direct debit.