Over the years, I’ve noticed a steady slide toward automation — robocalls, phone trees, endless hold music. And the more I deal with them, the more I realize just how much we’ve lost. That sense of connection, of actually talking to someone who cares, is fading fast.
When I get a call that starts with a delay, I already know it’s a bot. My thumb’s halfway to the hang-up button before the message even starts. But when I hear a live person speaking to me immediately — someone real, someone who sounds like they actually want to talk — I stop and give them a chance. Even if I’m not interested in what they’re selling, I’ll listen. Because I can tell they’ve put in the effort.
That same idea drives how I handle things at work. I manage the wine department, and when someone calls — even if I’m on lunch — I make sure they get taken care of right away. I don’t let calls sit. I don’t let people wait. If it’s important to them, it’s important to me.
Sometimes I’ll even give out my personal cell number so they can reach me directly if they need a wine recommendation or have a question. It’s not about being perfect — it’s about being present. That one extra step shows the customer they matter. And I’ve seen how that builds trust and loyalty over time.
I can’t tell you how many times I’ve watched a call ring in a store and go unanswered. Or worse, get stuck in the robotic “press one, press two” loop that sends people in circles. Meanwhile, the person who’s supposed to answer is chatting with coworkers or walking by the phone like it’s someone else’s problem. What they don’t realize is that the ringing phone is the front door of your business — the first handshake, the first impression, the first chance to win someone over.
A human voice is powerful. It carries tone, warmth, and empathy — things that no AI script or automated prompt will ever replace. People can sense when you care. They can tell when you’re listening. And when you take the time to actually talk to them, they remember it.
Companies that return to live interactions will have the upper hand. It’s not about going backwards — it’s about going back to better. The human element builds loyalty, trust, and reputation in ways no automation can.
Technology may make things faster, but human conversation still makes things real.
