How I Met HE (it)

I was awakened this fine Sunday morning by a cacophony of sound emanating from my electronic minions alerting us that the power was out. The UPS in the office was chirping and all three wireless phone systems were offering a lovely serenade of beeping and wailing . It was just interesting to lie there and listen.

The power tried to kick back on several times and each time, it restarted the digital operetta again. After a couple of minutes of silence(except for the plaintive cry of the failing UPS - needs a new battery) it became obvious that the power was not coming back immediately. I powered up my cell phone and when it turned on, I concluded that we'd not been nuked and other systems were functioning normally, so I assumed it was a more localized problem.

In Florida, when the power fails and you've had the A/C on and ceiling fans running before that happens, it gets pretty stifling really fast. Before you even think about it ... I am well aware that you poor frozen popsicle people in the North who are bundling up to go scrape off the ice from your cars feel only marginal sympathy for my plight - I get it - don't write me a comment to let me know how little you care :-) The windows and sliding doors need to get opened up and let some air start circulating or it gets unpleasant. So, after opening up for natural air conditioning, I decided to give the power company a call to see what their latest answer to "What the heck is going on?" would be. I remember that during the hurricanes of 2004, the responses were somewhat "undistinguished". As I recall, I got an automated system that said something like, "Due to increased call volume, we are unable to accept your call and furnish you with any status in regard to your account ... etc. etc. etc."

I hoped that this time, my experience would be better - and indeed, it was! First, I was greeted by a friendly automated voice. He (it) asked me to press one if I was calling about a residential issue and after that I was asked to press one again if I was calling about a power outage. I pressed one again and the system looked me up and said that they had a record that used my cell phone as the contact number and spelled my last name back to me to confirm my identity.

After affirming my ownership of that account, I was informed that there was indeed an outage in my area currently affecting 1,505 total customers. He (it) said they were aware of the problem and estimated that restoration of my service was estimated to occur within 1 1/2 hours. I was then asked if wanted to be notified of updates and I said yes. He (it) reconfirmed that I wanted to receive these updates to the number I was calling from and I agreed to that as well. He (it) then bid me a fond goodbye and said that they'd be in touch.

I disconnected and awaited resumption of my service. Being an Internet junkie, I then plugged my trusty Verizon Broadband Network Card into my laptop and got online to see what was happening in the world. Soon thereafter, my cellphone rang and my new automated BFF (best friend forever) informed me that an FPL Restoration Specialist (didn't they used to be called linemen) had arrived at the trouble site and was "on the case" and he (it) would keep me posted. I puttered around a bit and pretty soon thereafter, the fans, A/C and lights popped back on and all was well again in paradise. However, he (it) was not through. My cellphone rang a few minutes after power was restored (by the way - faster then the 1 1/2 hour estimate) and it was my old buddy, confirming that I was indeed back among the powered-up patrons group.

All this completely automated exchange of information happened very conversationally and I have decided to invite he (it) and his wife (who I believe works for the cable TV company) she (it) over for a glass of wine and some silicon wafers to celebrate our re-connection.

In all due seriousness, I must say that IVR (Integrated Voice Response) technology has certainly come a very long way from its beginnings as "answering machine on steroids". This was a completely acceptable experience and they really did handle this whole experience very well and this is cominig from one of the most impatient guys on the planet. Thanks FPL and thanks he (it)!