Are Platitudes Prevalent in Your Profession?
"Your call is very important to us. Please hold and the next available representative will be right with you."
Really? Is my call that important that a business believes it can bore me with platitudes and leave me feeling good while precious minutes are wasting away? Have you experienced this? I think we can all hear this message in our minds because unfortunately, more often than not, we come across this recording or others like it that are just as frustrating. When I hear this stock phrase, I feel anything but important.
Your phone service recording doesn't have to leave customers and prospects feeling miffed. There is a way to make use of hold time and provide enlightening information to your callers. At LeBlanc Communications, we partner with a company called Informer Messages on Hold who can help you create and implement a strategy for on hold messages. Casey Hart, President of Informer Messages on Hold tells us that "AT&T research shows that 69% of business calls get put on hold. Waiting on hold or in a queue means that your customers and best sales prospects can get bored, frustrated, or can just hang up. When they do, you lose an opportunity." That's a very high statistic of missed opportunities if you don't have the right system in place.
Hart also explains that "We use a highly successful marketing equation: interrupt, educate, engage, and offer that results in sales." To do this successfully, Informer Messages on Hold works with each customer to understand their business; what makes them the best choice in their industry? They create a strategy and implement it using tactics that increase profitability. These tactics include a quality script that is crafted matching it with a professional fitting voice, music and high digital quality to effectively communicate the critical message to customers.
If your business is professional and you want to be viewed that way by your clients and prospects, why use a boilerplate recording that doesn't make you stand out from your competition? Be polished, professional, courteous and informative from the start. In addition to being professional, our customers have seen an increase in product and service inquiries as a direct result of quality messages.
In your business, do you have mulitple companies sharing one phone system? Most older phone systems are forced to share one on hold message for all companies using the system. That means a generic platitude to please all callers is played or classical music preoccupies the caller when they're put on hold. It doesn't have to be this way. You can customize your message for each company. LeBlanc Communications can provide a system that enables each company to have its own message even when sharing one phone system. Start engaging your customers from the first call! Remember that famous movie line, "You had me at Hello."? Make that a reality in your business!
See how LeBlanc Communications can help you replace your platitudes with proclamations that sell! And remember, we're always looking for a better way to Give Your Network a Voice!®.
Michael LeBlanc, Founder and CEO
LeBlanc Communications Group, Inc.