In this world of electronic gadgetry such as cell phones, BlackBerry’s, emails, texting, voicemail, and recorded answering services, I sometimes wonder what happened to the days of a receptionist and a live voice at the other end of the phone.

The internet world provides us with instant answers and information. Gone are the days when you could afford to wait 24 to 48 hrs to return a call or communiqué. Today it’s all about instant communication, but not always instant gratification. The warmth of a caring human voice in this cold text age seems a distant memory. Instead, we find ourselves getting aggravated trying to work through the menu of an electronic answering service!

Electronic answering systems encourage people to form hasty opinions and give quick replies rather than take the time to develop thoughtful, well-reasoned points of view and offer real help.

But has life really been made easier with the development of these technological advancements? We seem to be always wired to something, often interrupting conversations to answer a vibrating phone.

Last week I ran into a problem while I was working on a newsletter template within icontact. It wasn’t a major issue and I am sure that if I had taken more time to sort through the copy on the page I would have found the solution, but I was on deadline (aren’t we all?).

So I decided to call icontact, which is an email, newsletter service. (My wife would be proud: me asking for help and direction). On the dashboard page of my interface was the picture of a young lady with a phone number to call for help. I called assuming that I would get voicemail.

What a surprise!!!!

They actually answered the phone. I expressed my amazement and she proceeded to explain that she was my account rep, ready and willing to take care of my needs. Within a few minutes my problem was solved and I was back on track to meet my deadline.

The live interaction with a polite and knowledgeable person was truly an amazing experience. No voice mail, no message bubble with some far off help desk. A live voice that was able to help to solve my problem – wow!

It’s the little things we do in business that leave an ever-lasting impression with customers, such as: consistent, prompt, quality service; and a willingness to go the extra mile.

My provider at icontact delivered great service with instant communication, the old fashion way…..with a real, live person at the other end of the line!

How can you add a little human touch to your communications and make your callers and customers feel more special? What can you do in this area that will ultimately help you “Build Your Business?”

Donald Robichaud is the President of FloodLight Consulting and can be reached at  www.floodlight.ca