As business owners, often times we are so focused on running our business, we don’t have the time to really consider how our prospects and customers perceive our brand.
Recently a client reported back after installing his customon hold messagethat: “Customers no longer suffer in silence wondering if they are still connected. In addition, we feel that providing our callers/customers a service by promoting the products and services we have available to them. This is a simple business tool that we should have take advantage of years ago!”
Ask yourself these three simple questions:
- Is your business the obvious choice for _______ (insert your product/service here)?
- When people need a new ____________(product/service), do they call you first?
- Do prospects of your business feel that they would have to be an absolute fool to do business with anyone else but you? If not, why not?
When people call your business, their mind is open to any message you have for them because they want your product or service to fill a need or solve a problem. How well your business fills that need or solves a problem is the difference between success and failure.
How often do you have your prospects attention when promoting your company? They have called because they are interested. If they are let down, there is always a competitor they can contact. This is where message on hold system helps by filling that hold void, and createe a positive brand impression, enhance the caller experience and reduce caller abandonment. Not to mention making the most of that unique opportunity of marketing to your captive audience.
You might be thinking, well we have a radio hooked up for our telephone systems’ music on hold and that’s good enough…. Really? …Good Enough!? ….Have you ever called your company and pretended to be a prospect to see how your call is handled? You might be surprised at what callers hear on hold…. Heavy metal blasting in their ear, negative news reports, or even worse the radio station playing a commerical from a competitor!
Is your phone being answered with enthusiasm that conveys to callers your business is happy to hear from them, or does it sound like you have better things to do? Some business owners like to think they don’t put people on hold for very long or not at all. Certainly nobody likes to be put on hold. At least that is what people will tell you. What they don’t tell you is they don’t like being put on hold and hearing silence, or a poorly tuned radio station.