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Our phone system via the Internet. Even screening for unwanted sales calls can now be automated. The cost ranges from $10 a month for a residential phone to $1,500 a year for a small business like KFG.

Being able to get my voice messages via my Blackberry was almost enough to seal the deal right then and there. Still, I called several local phone companies to see what a typical digital system would offer. Interestingly, I found out that a digital system can provide almost everything an online system does. The initial cost is considerably higher, as you’ve got to buy the equipment. However, if you can afford the up-front expense, it is cheaper in the long run than the annual fee of an online provider.

One idea I’ve considered for several years is an automated phone system. I say “considered” because rambling around in some firm’s automated telephone system is one of my pet peeves and often leaves me screaming, “I just want to talk to a human!” Still, eliminating this time-consuming task could free my staff to be more efficient. For example, we get at least two sales calls a day from all types of financial wholesalers. Screening those calls alone could save us 10 minutes a day, or 40 hours a year.

It became clear to me that I needed to find out how my clients felt. Turning to technology for the effortless answer, I created an eight-question survey at www.surveymonkey.com and emailed it to my clients. In two days a majority had responded.

The result? Most considered it important to have a live human answer the phone. Most also said they would be okay with automation if it would result in a very short and easy commute to a human being.

My business is very “high touch,” delivering personal service. My assumption is that my clients deserve to speak to a human when they call. I also know they deserve the good service that comes with higher staff efficiency.

It’s a dilemma. For now, my search for the right solution continues.