There are lots of on hold scripts that have been recorded for lots of different businesses. Unfortunately there aren’t as many “different” as there should be. Here’s what I mean:
On Hold Scripts that don’t work
The first kind of on hold scripts are the ones you probably hear every day. They usually sound pretty similar, because they use the same list of “standard” lines. You know the ones I’m talking about:
Your call is very important to us
…superior service…
We’re experiencing a higher than normal call volume today…
We’re innovative…
We have two convenient locations
…the leading ____ in the industry…
We try to provide outstanding ______
It’s easy to learn about all the exciting things going on here at _____
You can learn more at our website, www.____.com
…provide outstanding _____…
A long list of your products or services, with no mention about
how any of them can help the customer
legendary service
…provide superior _________ …
…provide ____ at a price that fits into your budget
Flexible office hours
…dedicated to providing the best ____ available
We welcome your referrals
Better On Hold Scripts
It’s simple to make On Hold Scripts better, but not easy. By that I mean the idea is simple: instead of generic messages, give your callers helpful information that they’ll value. No one likes boring clichés, and no one wants a pushy sales pitch. Why not give your caller information that will help them with their most pressing questions, their burning desires, and their toughest challenges? That’s what you’re in business to do, isn’t it? You’ve worked hard to have the specialized knowledge and skills that will help your customers. So share some of that information. Give them information that will help. The more your customers recognizes your expertise, the more likely they’ll want to work with you. The more you show how you’re different from your competition, the more they’ll see that you offer the value they want, no matter what your price.
On Hold Scripts can be a branding tool
Branding is a popular name that more and more consultants use to talk about graphics and website design. But at its heart, Branding is what your company stands for. Real branding works when you step back to examine your customer’s needs, and your ability to help them. It’s a powerful tool that should be the basis for all your marketing. And one of the easiest places to use it is in the messages on hold that your callers hear on your phones. Using great on hold scripts is a flexible, affordable way that can help you improve your branding efforts, and your entire marketing program. Call me for a Free 15 minute strategy session today and find out how to have better on hold scripts.