Ideas for better scripts
We’ve all wasted our share of time on “hold.” We’ve heard the “average” messages on hold. It could go like this:
“Your call is very important to us. All of our representatives are currently helping other callers. We assure you that assistance is just a moment away.”
Then you hear music. Then you hear the same message again…and again.
That message is terrible! Does it make you feel like your call is “very important” to them? No Way!
Some companies do a little more: “Thank you for calling Joe’s Moving and Storage, service the tri-state area for over 25 years. We do the job right! We specialize in local and long distance moving. If it’s time to move out but your new house isn’t ready yet, we can store your furniture. We can pack all your things so you don’t have to, and for your convenience we accept all major credit cards. Ask for a free estimate!”
Is this much better? Nope.
So here are Three Simple Ideas for Better Scripts
- Forget about telling your callers how great you are. That’s not what they’re calling to find out. They’re calling to find out how you can help them better than the competition. And they don’t just want to get a list of your products or services, but what makes you different from the other guys they found in the Yellow Pages.
- Set goals for your messages. Unless you do, you won’t know what information you should include. Short or long, your script should include all your most important ideas, and not much more. The script writing process starts by talking about what you’re trying to accomplish every day (and not just with your messages on hold…in every aspect of your business!). If you’re just giving callers your “hours, location, and a list of your products,” you’re missing out on an opportunity. If you’re paying someone to write your script, they should at least ask you about your goals. So go on to Idea #3!
- Make your messages a marketing tool. Your message on hold should be one of several ways you make your marketing strategy work. Use it to educate your caller, and make their decision making easier. Include the information in your messages that deals with your callers’ “hot buttons”. When you address your callers’ concerns they learn how you’re their best choice! It all begins with your marketing strategy. If you want to know more about marketing strategy, we can recommend lots of great books (some of our favorites!), or we can quickly show you how a great marketing strategy can help you dominate your market, and how easy it is to come up with one. Don’t be afraid of marketing. It’s just a tool your business will use to grow and succeed!