On Mondays we normally get the people who were looking for an engineer at the weekend and couldn’t be bothered to press the right option. ‘Says here that you are open 24/7. You weren’t open last night when I called. We had a leak.’ Is often what we hear on a Monday.
The options on the phone system are very clear. ‘If you need an engineer press 1.’ How clearer could they make it? But people often press the ‘enquiries’ option when they have an emergency. This our fault of course.
We obviously have a system that hypnotises people when they call us, so that they press the wrong option. It whispers subliminal messages in their ears: ‘Press option 3 ’cause they’re closed.’ Afterall why would you want enquiries if you have water gushing from the ceiling or no heating and hot water? Obviously it’s something that we are doing. We must be misleading people.
Wanting an engineer is confusing people. They want to ask if they need an engineer. ‘I have water pouring through the ceiling. Do I need an engineer?’ Unfortunately we are non-advised sales and service so our answer can’t be yes or no. Our answer is more likely to be: ‘Only you can determine that. Do you think you need an engineer?’ So the enquiry option is not going to be much good for them.
Personally I think it’s the education system in this country that is being pulled down. There are many reasons for this, in my opinion. But if someone can’t think for themselves that they need an engineer in an emergency, then there is something seriously wrong.