What makes a good on hold message? I’ll tell you a little secret: it’s not all about you. The most important person in any business isn’t the boss, or salesperson, or the team that makes your product. It’s your customer. Without the customer there is no business.
So when you’re ready to put telephone “hold” time to use, your first concern has to be your customer. All your customer really want to know is WIIFM (what’s in it for me?). On hold messages give you the opportunity to deliver your message to a “captive” audience. Your job is to give them information that they want, and that you want them to have.
What makes a good on hold message for business?
Let’s start by figuring out who’s calling you: think about your “typical” caller. Then, based on having talked with so many of them, ask yourself lots of questions:
- Who are they?
- What do they need? What are they going through?
- What are their biggest problems or desires?
- Why are they calling you and not your competition?
- Why are they calling you today, and not yesterday or next week?
- and so on…
When you have these answers you’re ready to create great on hold messages that help your caller…and you. The first step in writing your messages is to…
Hook Your Callers
Give them engaging information, presented professionally. Your message on hold is a key part of your conversation, and is part of the “customer experience.” You’ve got the opportunity to say anything you want. That 30 seconds on hold can make a friend…or a foe.
Hold Their Attention
Engage with them, but showing them that you understand their situation…what they’re going through. Use a mix of informative messages, facts, and engaging stories that they can relate to.
Drive Action
Your messages on hold aren’t just there for entertainment. They’re a marketing tool. So don’t miss your opportunity to guide your callers to the next step. Encourage visits to specific pages on your website, to take action and follow you on social media, and to take advantage of special offers. Always give your caller a clear call to action in your messages.
Three Elements
Remember these three elements and your on hold message can be a valuable marketing tool that not only keeps your callers engaged, but drives sales and enhances the overall customer experience.
Want more ideas?
Get in touch for a free Discovery Session to focus on your goals, your opportunities…and your customers. Call us now to book yours, at (800) 862-8896, or email us by clicking here.
