The best advertising accomplishes one simple goal: give the right people the right information at the right time. Does your advertising do this? Yes. An on hold script.
Think about it: when your phone rings, it’s a customer or prospect who wants to know if you can help them. They have a problem or they need something. It’s important enough that they’ve picked up the phone to look for help right now. Who could be better to advertise to?
Your messages on hold script can reach these “hot” prospects. AT&T research shows that 69% of business calls have to wait “on hold.” Most businesses waste the opportunity. Successful marketers don’t.
Callers react to a great On Hold Script
Your on hold script is the advertisement that reaches your best prospects. Written properly, an on hold script gets your callers attention, educates them about how you can help them, and how you’re different from your competition.
Its important for your on hold script to be written using your customers’ “hot buttons,” the issues that are most important to them. Unfortunately, most on hold scripts don’t. Most every message begins with the name of the company, or the word “We.” (Sound familiar?) They push what the company wants to sell you. They brag about what makes the company great. But they ignore the customer’s “hot buttons.”
On Hold Script Tips
Here are several tips that can make your on hold script more effective
- Write them from the customer’s point of view
- A series of short messages is easier to understand than longer ones
- Understand what the customer needs: their hot buttons
- Know what your customer wants to accomplish
- Talk about what’s important to your customer
- Introduce information that your customer needs in order to buy
- Avoid the 20+ Most Overused Phrases
Just following these simple steps can make your on hold script 100% more effective. Instead of “spamming” customers with “us” and “we,” your on hold script should be written for your audience: the customer. Call or email me about common mistakes your competitors make. 212-355-6980, 203-655-3920, or hart@informermessages.com. We can also talk about the pros and cons of writing your own script, or using a professional script (Informer Messages include free strategy development and on hold script writing…)