Is this the reason why we have low broadband penetration? Do the providers 'get' it?

I am 100% behind all those companies pushing for the takeup of broadband by business but read on.

Today one of my clients received a sales letter from BT (formerly ESAT BT). it said
"There's no sweeter deal.
Business Broadband for just €10"
Absolutely brilliant, affordable broadband. Yes there are terms and conditions but once you are hooked on broadband you can't go back and you appreciate the always on fast access.

Problem 1:
Currently my client cannot get broadband as his phone lines are not suitable.
So I thought let me ring and see what they can offer.

Problem 2:
The phone number given is 1800 924 924 and at 9.45am it is continuously engaged. There must have been a huge interest and the lines were jammed. Fair enough I will call back later. NOTE: not everyone will call back later. In business it's now or it goes down the list.

Problem 3:
I call at 10.30am. I dial 1890 924 924 and immediately I am connected to this:
"Thank you for calling BT, please choose from one of the following options for your business". I thought this was going to be a direct line to broadband sales, maybe there are lots of broadband options, so I listened on.
"For customer services, press 1"
"For business sales, press 2"
"For internet technical support and the global business help desk press 3"
"For solutions press 6"
"For BT data centre or hosting services press 7"
"to hear these options again, press 9"

Maybe I missed an option for broadband I thought, so I will press 9 and listen again.
so again I heard;
"For customer services, press 1"
"For business sales, press 2"
"For internet technical support and the global business help desk press 3"
"For solution press 6"
"For BT data centre or hosting services press 7"
"to hear these options again, press 9"

Definitely no broadband option, may I am stupid but none of the above or maybe all of the above related to business braadband.

Time is ticking on so I choose "1" for customer services, if all else fails maybe they can direct me. I connect quickly and then a voice says:
"To log a fault for all products with the exception of wholesale line rental, press 1"
"To log a fault for wholesale line rental, press 2"
"For all other queries including billing please hold the line"
So I hold the line.

A customer service agent asks how can I help and I explain I am responding to a sales letter sent offering business broadband. She says no problem let me transfer you to the correct section. Then you guessed it, a voice offers 2 more options.

My patience was running out. The exact options I cannot remember, I think the words business broadband were in the second option so I chose "2". A real person appears at the end of the line. I explain my story to him and ask to speak with Anne O'Leary.

Who is Anne O'Leary you ask. Anne O'Leary is the person who signed the sales letter. The exact signoff is as follows.

Anne O'Leary
Managing Director
BT Business Enterprise

I am told she is not in. So I left my number so she might ring me. As of 9pm tonight I have heard nothing. I know she is busy, but so am I. I had the decency to ring her company so that I might buy from them.

Why do I want to talk with her. I want to ask her how a busy small business manager is suppose to work his way though BT's queuing system for the privelage of signing up for BT's Business Broadband. I wonder does she know how her sales system works. By the way I never asked about broadband in the end.

Problem 4:
There is a weblink on the letter btireland/business
so I try it. Nothing obvious appears on the web page about broadband. Then out of the corner of my eye I notice that one of the rotating adverts at the top of the page talks about €10 business broadband. I click, the contact phone number at the bottom of the web page is different. Should this number have been on the letter? I did not ring it!

Now BT is a BIG business broadband company. Would it have killed them to put a link btireland/businessbroadband and bring me directly to broadband?

I took the time to try and get to broadband sales, I know my client would not have been so patient. Don't give people an excuse to try elsewhere. If you want to attract small business then make it easy to buy broadband. You have already got their interest, they made the call, the closing of the sale should be simple.

BT a message: Communicate!

Nilsson Denver
www.nilssondenver.com
www.helpforaccounts.com