On Hold Message Strategic Analysis
You’ve spent a lot of time and money to get qualified people to call. Right now, you’re probably wasting an opportunity to help them better. They’re calling because they are interested in what you offer. Too many businesses waste that precious opportunity and their customer’s time by recording a worthless on hold message that includes these 4 things: Location, Hours Of Operation, Products, And Cliches (like “your call is very important to us,” and “Our experience staff will…”)
On Hold Message Mistakes: The Fantastic Four:
Location: Yes, callers need to know where you are…but what’s your message?
Hours of Operation: Sure, its good to know when you’re open…but do you have anything more to tell your callers than when you’re open or closed?
Products & Services: Most customers basically know what you offer – that’s why they’re calling. People know that an Auto Repair shop fixes cars, and that a hotel offers rooms. Here’s what they don’t know: what makes you different and better than your competition? Why should they bring their car to you and not your competitor? What makes your hotel a better choice? Your on hold message is the perfect opportunity to tell them.
Does your on hold message help them know why they should choose you instead of your competition?
Cliches: An ineffective on hold message tells people what they already assume. Most use messages like “Your call is very important to us” or other cliché statements that don’t make an impact. Why not define your unique message for your customers – and say something that educates and informs them, instead of boring them with the same meaningless statements your competitors use? That’s why most people don’t like your on hold message.
Please don’t misunderstand us. We’re not saying there’s no difference between you and competition. But to your average prospect, your messages don’t make you sound any better than the competition.
An On Hold Message that is Different
We figure out the answer the key question: “What makes you the best choice?” Then we make sure that your on hold message script, the voice, the music, and the quality effectively communicate this critical message to your customers.