13 Reasons Why Real People Answer our Phones – and our Menus HAVE NOT Changed!

I don’t know about you, but I HATE, HATE, HATE getting thrown in ‘voice mail jail,’ or hearing ‘our menus have changed.’

And when I call a company I don’t enjoy SHOUTING, “Agent, agent, agent or customer service, customer service, customer service” as I feel my blood pressure boil and the ‘system’ not letting me talk to an actual person. Let’s face it, automated systems are designed to save companies money, NOT to save YOU time!

And quite frankly when I call a company I’m looking to talk to a human who can quickly answer questions or fix a problem. Or (in this day and age) I may actually want to see there IS a person I can call if the proverbial crap hits the fan and I have a problem with the product (or service) I’m thinking about buying.

So, unlike the phone or gas company, for my business – Innovate Building Solutions – I’ve always had a real person answering the phone. And fortunately, the two people you’re most likely to get answering our phones today are great representatives IMHO.

In our Cleveland office we have Ashley Carter. Ashley is oozing with southern charm (and yes, she did grow up in the South). And it’s crazy because SHE NEVER GETS MAD! Yes, you heard that right. Ashley has the disposition we all wish we had.

And in our Columbus office we have Jacob. Jacob is friendly, thorough, and wildly creative. He’s great at pinning down the details, and our team is thankful for that.

But you may be wondering why we have live people answering our phones (during office hours. Hey – these humans also have to sleep!) and what advantages this decision provides to you. And after all, it should be all about you, you’re the customer who allows us to exist!.

Below you’ll find 13 reasons why (in this self-service world where you not only fill up your own gas but now you’ve also been ‘hired’ as an unpaid cashier and bagger in stores as well) we are committed to real people answering our phones for your bath remodeling, glass, or bathroom products wholesale businesses.

And at the end of this article, I’d love to hear your opinion (in the comments section) about this ‘self-service,’ AI (artificial intelligence) economy we live in and whether you’d prefer more ‘human’ interactions when dealing with companies, or not.

Reason #1 we answer our own phones – To save YOU time and get you to the right person!

If you only wanted to interact electronically you would have asked your question online through a web site form or interact with a chat-bot. When you call, however, it’s usually your goal to talk to the right person, and it’s our goal to get you there quickly. And here’s a few examples of who(m) you may talk to (depending on why you contacted us):

• If it’s for a bathroom products, you’ll talk to one of our Shower Specialists including Terry McGuire, Georgia Fry, Michelle Ruhe, Sarah Lucero, Ron Clelland, Jeff Spurio, Diane Mayer, Ryan Kean, or I (and I’m Mike Foti…the ‘somewhat wacky’ writer of this blog).

• If it’s for a bathroom remodeling project in Cleveland or Akron – you’ll likely talk to Jeff Spurio (the funniest guy in the company – IMHO. He’s my humor idol).

• If it’s for a glass block basement window installation in Columbus you’ll talk to Ryan Kean (who will tell it like it is AND make you laugh in the process).

• If it’s for a glass block bathroom window project across the country you’ll talk to ‘Mr. Details’ – Ron Clelland (and since Ron’s also a Kappa Sigma fraternity brother of mine, we also have all kinds of ‘dirt’ on one another).

• If it’s for a glass block shower wall you’ll talk to Ryan, Jeff, or I.

• If it’s for a billing or shipment question you’ll talk to Georgia Fry or Sarah Lucero. And we’re so lucky they’re on top of the details.

• If it’s for a technical installation question you’ll talk to Rob Klinc, Robbie Klinc, or Tommy Ellis from our largest wall panel supplier Fibo.

• And if it’s for a glass countertop, glass flooring, or custom closet system (through our Innovate Home Org division) – you’ll be stuck with me!

Reason #2 we answer our own phones – We know some people hate to write.

Although I’ve been writing (‘err blogging) for 20 years – I also know I AM a strange dude (in more ways than one – ha! ha!). But for many people it’s soooo much easier to talk through their questions than it is to type (or text). We want to let you communicate with us in the way you want to communicate with us. Call, text, email, send a carrier pigeon with a note…whatever.

So, if you hate writing (or texting) – call. You’ll find our numbers at the end of this article.

Reason #3 we answer our own phones – We can keep you out of ‘automated funnels’ which transport you down the wrong ‘chute!’

Don’t you hate when you cannot for the life of you find the write number to press to get the help you need? Sometimes let’s face it, we barely know how to express what we’re looking for.

It’s in those times talking to a real live person can get you connected to the right person when a ‘predetermined category’ doesn’t fit the reason you’re calling.

Reason #4 we answer our own phones – You may want reassurance there actually IS someone you can call if the proverbial crap hits the fan

I just got through a crazy experience buying a new piece of carry on luggage. The first on-line company I dealt with took my order – then AFTER they had the credit card payment told me the color I wanted (which was anything but black …. Ok, I also didn’t think pink would fit my ‘manliness’ either) I learned what I wanted wasn’t in stock, even though they already took my money. And after that the AI bot wouldn’t tell me when I’d get what I wanted either.

Then I tried to find a phone number to call on the web site. NO LUCK.

I wanted my money back!!! They had my money. I was left to ‘cozy-up’ with a bot!

So, I went to my credit card company (sunk time for me) to ‘claw back’ my payment. Fortunately, I was able to do this. And I’ll bet you also have a story like this also.

Then I bought from another company.

Now I have cool luggage. Yah me!

And I’ve learned my lesson. Before buying online I’m looking for a number I can call before making a purchase! I want to know if the proverbial crap hits the fan I won’t be worrying if I can’t get an answer to my problem. Do you feel the same way?

Would you (or have you) bought from an ecommerce site with no phone number on their site?

Reason #5 we answer our own phones – You’ll find our people are able to answer your questions (or will search for someone who can). You’ll also find some of our team might even make you laugh, and/or will tell it like it is!

Have you ever talked to a Customer Service Representative (or a “Client Success Manager” …gotta love those fancy titles) and at the end of the conversation thought this person doesn’t know diddley (yes, that’s a technical term). Or conversely, they made you (the prospective customer) feel like you were a P.I.T.A.? And no, I’m not talking about the delicious bread used with Middle Eastern cooking.

I’ll bet there’s not a person reading this who isn’t raising their (virtual) hand right now.

You need competent people. You need people who’ve ‘been-there, done-that.’

And I’d love to tell you all our people know EVERYTHING about everything we sell. That is NOT true. That’s why we have product line specialists. We split up our inquiries by who(m) is specialized in those product or service lines.

And the other thing I love about our team – is we have a few ‘characters’ in the group. If you’re looking for someone to entertain you, while giving good insights, I think Jeff is the funniest person in the company (once again – he’s my humor idol!).

If you’re looking for someone who will ‘tell it like it’ is – Ryan’s the guy. If he thinks our products aren’t the right fit – he’ll go all ‘Johnnie Cochran’ (O.J. Simpson’s lawyer) on you. And if you don’t remember this lawyer’s famous saying about the gloves during the O.J. Simpson trial it was “If it don’t fit, you must acquit!”  You want honesty – not some sales rep who is only focused on their commissions! If our product doesn’t fit, I’m sure Ryan will tell you, you must acquit (and he’ll try to refer you to the right company/person who can help).

And if you want someone who will NOT overlook the details, will give you a price down to the penny – then Georgia (who also is our Accounting Manager) will be who you want (and BTW Georgia has way better….and more…. hair than Ryan and Jeff COMBINED!).

Reason #6 we answer our own phones – You mighta have an accent like my Aunt Marie and Uncle Luciano (rest their souls)

My dad, his brothers, and their wives came to the United States from Sicily. So, I’m the son of an Italian immigrant one generation removed. And I’ll tell you their accents were thick, thick, thick. And I can still hear Aunt Marie, saying – Mikedu (that’s what she called me), “Have another veal cut-o-lut” in her Italian accent.

And if you’ve got a thick accent, I’ll bet you’ve found voice mail systems occasionally have no clue what the heck you’re saying.

In these instances, it’s helpful to talk to a ‘live human’ who will take the time to help.

Reason #7 we answer our own phones – We have cell phones, and we know how to use them. And that’s to talk to you!

Remember the ZZ Top song, Legs – and it’s famous line, “She has legs, and she knows how to use them?” And if not – check out this rock classic below

Well – I believe the same ‘advice’ should be true of our company but NOT because of how we use our legs (although I have to admit, mine are hot….) but it’s because of how we use our cell phones. Basically – we have cell phones, and we know how to use them … and that’s by being responsive and talking to YOU!

What’s nice about cell phones is you can reach someone directly – no matter where they are. And let’s face it – sometimes when you need an answer, you need the answer NOW.

Perhaps you’re in the middle of a shower wall panel installation and aren’t 100% sure which trim profile goes where.

Or perhaps you’re doing a glass block shower wall installation and aren’t sure if you’re using the right grout between the blocks.

Or perhaps you’ve (heaven forbid) just received a delivery and something was damaged.

It’s at these times it’s nice to call the person you’ve worked with to guide you were to get prompt attention (and advice) on the next steps.

I hate working with companies whose C.S.R.’s (Customer Service Representatives) have no last name (at least to you. You only know them as Alice W. or Bob P., for example). And it sucks when the only way you ‘might’ get them is calling the 1-800 line. I like to know first names and last names and how to reach my contact person.

And why not provide you direct access to the key person(s) you’ve been working with? Our team will give you their direct line and/or cell phones and last names. After all, what have we got to hide (hey – I’ve already served my time, I shouldn’t have to worry any more…. ok, just kidding about that)?

Reason #8 we answer (and use) our own phones – To share pretty (and ugly) pictures and videos

As they say (whoever ‘they’ are), a picture (or even better yet, a video) is worth a thousand words. And this is another place where answering – and using – our phones is tremendously helpful.

Perhaps you want a video call to share in ‘real-time’ your ‘not-so-nice-looking’ (and I’m being politically correct here) bathroom to show us a unique problem(s) you’re looking to fix with a new shower system.

Or perhaps our team wants to text pictures of color/pattern combinations for shower wall panels and shower pan colors to see if you like them.

Or perhaps one of our Glass Block Shower Specialists wants to show you a glass block shower layout to give you a feeling of how the wall will be shaped and the amount of room you’ll have to enter your walk in shower.

Or perhaps if you’re a bathroom remodeling contractor looking to add our line we’ll use the phone to schedule a Zoom presentation to share our bathroom visualizer or in-home bathroom presentation tool with you.

Again – putting you into ‘voice-mail-jail’ won’t help you see solutions, products, bathroom tools and programs to help you out.

Reason #9 we answer our own phones – To build a relationship with you

Have you ever called a company – and not be put in voice mail jail – yet had a conversation with a representative who turned you off because they were arrogant or indifferent to your problem(s)?

Well – for better or worse (and hopefully when you call our company you’ll say for the better) when you do make contact with a human it’s the start (positively or negatively) of a relationship with this person (and this company). And your impression will be impacted by what I call the 3 C’s. They are competence, character, and customer service.

Does this person know what they’re talking about (competence)?

Do I personally like them (character)?

Do they treat me like a customer they’re excited to work with (customer service)?

I know we can teach skills (competence), but what we can’t teach is character (the type of person someone is). However, I’ll tell you we value (and put an emphasis on when hiring) people who are ‘real.’ People who are not afraid to share who they truly are (not only inside the company – but with customers as well). People who will be open, honest, and respectful of your time.

We look to build relationships – and be genuinely who we are with you. We’ll speak to you in ‘regular language’ and not in ‘corporate-speak.’ We won’t try to wow you with technical terms to (attempt to) prove how ‘smart’ we are and confuse you in the process.

Reason #10 we answer our own phones – We can provide quotes, or general estimates in a timely manner

Whether you’re looking for a price quote for bathroom wall panels, bases, glass shower doors, or shower accessories to be shipped to you, or a general idea of the cost of an installed glass block basement window, or shower remodeling project, this is something we can still do more thoroughly through a conversation (although I will admit AI pricing tools are making this process easier to automate).

And depending on what you’re looking for a quote on – we want you to talk to the person who is best able to help you with your request.

Reason #11 we answer our own phones – We know this ‘new-fangled’ technology can blow some people’s minds

My mom is 93 years old. And while she does own a cell phone – she never caught on to this technology thing. That’s why my wife, or I, or my sister interact with her ‘My Chart’ health care account.

But what’s far simpler for mom is calling a company vs. texting or going online to communicate. It’s for this reason it’s nice for my mom, or other technologically challenged people, to call a company.

Reason #12 we answer our own phones – We can offer suggestions, recommendations, and options once we better understand what you need

If you’re anything like me, after getting ‘knee-deep’ in a conversation, and getting your mind revved up, ideas start popping into your head.

And when others are describing their project to me (and what they DO NOT like about their current situation) that’s when the ideas really start flowing.

Perhaps someone calls about a leaky shower pan – yet doesn’t realize they’ll also need shower walls because they’ll also need to be replaced if you’re removing the pan.

Or perhaps you don’t understand the construction time-line of the project and want to order a product you’d be better off buying after the demo is done (like in the case of a custom shower pan).

Or perhaps you don’t think about small things (which really make a shower live better) like recessed niches for storage – but don’t think of them until it’s too late.

It’s during conversations that a good shower, window, door, or glass floor specialist asks better questions to help you think more strategically and thoughtfully about your project, so you don’t make decisions you regret later.

Reason #13 we answer our own phones – We can introduce you to others

“Sometimes it’s not what you know, it’s who you know.” I’ll bet you’ve heard this quote before.

And in a world as complex as the one we live in with information and product offerings growing at an unprecedented pace –nobody’s an expert at everything.

And it’s for this reason the best representatives in any company’s are also ‘people connectors.’ If they don’t have the best (or deepest) answer – they know someone who does – and can help you. If they don’t have the right product solution, they’ll refer you to someone who does.

And no ‘voice-mail-jail’ I’ve ever seen has ever been a ‘people-connector.’

So, do you believe in our philosophy of having actual humans answering our phones? Can our people help you with a project?

After reading this article do you think we’re doing the right thing having live humans (Ashley and Jacob to begin with) answer our phones? Please share if you like this philosophy or share a ‘voice-mail-jail’ story in the comments you just need to get off your chest and/or to humor others!

Thanks for reading this post. Although I’ve varied from my usual topics (which are on bathroom and glass projects and products) – I felt compelled to share my philosophy on this topic. And while I do love tech (and am trying to ramp up my knowledge of topics like AI) – I still LOVE, LOVE, LOVE talking (and interacting with) real live humans. And yes, I’m going out on a limb and betting that’s you – ha! ha!

If you need help with a bathroom products (like shower wall panels, shower bases, glass doors, and shower accessories) call a Shower Specialist at 877-668-5888 (or if you don’t want to talk to a person yet – and yes, that’s Ok too) fill out the Free Consultation form.

And if you’re in the Cleveland , Akron or Northeast Ohio market and are looking for a bathroom remodeling contractor we’d love to help. Call 216-531-6085.

And if you want a glass block window (or wall) installation contractor call 216-531-6363 (in Cleveland) and 614-252-5888 (in Columbus).

Thanks for reading and putting up with my wacky humor along the way. I believe maturity is overrated.

Mike

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If you want more advice (with less wacky humor because you’ll see the ‘buttoned-up’ business version of me) follow me on LinkedIn @MikeFoti.

And if you’re a bathroom remodeling contractor interested in being a dealer of unique shower wall panels, shower pans, glass shower door, high quality shower kits, and glass block shower walls, call 888-467-7488 and ask for Mike.