Let your customers know you value their time on hold

One of the worst experiences a caller can have is literally dreading the process of being placed on hold!  Firstly, remember that your customer’s time has a value.  Placing them on hold may send a negative message to them about what their time is worth to you.

What are some things you can do to counteract this “message”?  Here’s one idea. Reinforce in your message on hold to your customer that their time is valuable, and let them know that you appreciate their patience.  Once you do that, at least you’re communicating something any caller would like you to acknowledge, despite the inconvenience they are facing having to wait to speak to someone.

Stepping that up a notch, why not offer them something in exchange for their waiting to speak with someone?  Like a special discount for services or special coupon for savings, that sort of thing.  This further acknowledges in a tangible fashion that they are valued by you as your customer.  Remember, everyone wants to feel valued and important.  It’s a very basic human need in any relationship, be it business, friendship, family, romance, etc..  By imparting this message to your callers upfront, they may be more willing to 1) wait for someone to answer their call  2) take more of an active interest in your products and services.

Can you remember a time you’ve gone into a store, about to purchase something, and the  cashier “taking care of you” is ignoring you being there, and just talking to one or more employees during your transaction?  Do you remember how that may have made you feel?

Did you think to yourself “Hello?!  Over here please!”   If you experienced that feeling, you’re not alone…

Or how about going into a place of business and not having your presence acknowledged by a person working in the store who is there to greet customers when they come in?   Perhaps they were on the phone with another customer, but in any case, did not make eye contact and acknowledge you at the moment you were near to them, perhaps waiting to ask them a question.  You get the point.

How did you feel?  Not so great, right?

If you experienced the need to be recognized by that person and paid attention to, this is the core need to feel important that every customer feels.

The best way you can understand this need is to have experienced a less than satisfactory situation such as what was just detailed.  This develops a sense of empathy for your customers based on your own life experience.  Since life isn’t perfect, we’ve all encountered this type of experience from time to time.  Some of us on a regular basis!  And of course, it works both ways.  Employees can feel VERY devalued by customers, and perhaps not paid enough either.  This really robs a person of the acknowledgement they need to feel happy.

So when your customers are on hold, it’s important to remember, that they, like you, need to feel acknowledged and important and that their time is valuable, just like yours.  So, let their experience of being on hold reinforce that, while you’re telling them about your products and services.  They’re more likely to listen to what you have to say if that basic need to feel important is fed.

 

 

 

message on hold with music
Let your customers know that you value their time…

Ho hum… Not that same old message again!

angry woman images

 

“AGH!! How much longer do I have to listen to this thing?”

Stop infuriating your customers with the same old message or music on hold!  Think about what your customers are experiencing while they’re waiting to speak to a person at your company.

Why not use the time and tell them about your products in an enjoyable way?  Have them go from the above expression to this one:

Message on Hold blog

Now that’s better!

Who hasn’t suffered listening to the same old message over and over and over again.  Well no longer!   Allow ImpressYourCallers.com to help you with changing promotional messages throughout the year.  Or how about a special offer available only to your callers?  That will make them really enjoy listening to your message on hold, and can prevent hangups as well!  It’s truly a win win, don’t you think?

 

 

Keep your customers on the line with an impressive message on hold!

 

Did you know that …An estimated 60% of business callers placed on hold hang up – 30% of these callers don’t call back! (AT&T Industry Report) Callers with Silence-on-Hold will abandon their calls in less than one minute; 90% hang up within 40 seconds. (North American Telecommunication Association Report) Callers with Message On Hold will stay on the line for up to 3 minutes longer.

(North American Telecommunication Association Report) “Surveys show that 15% to 20% of callers make purchases based on information theyheard on hold. (Telemarketing Magazine) “Over 89% of callers prefer on-hold messages over silence.” (Cellular Marketing Magazine) Nation wide 7 of every 10 callers are placed on hold for an average of 30 seconds. (Inbound Outbound Magazine) Having advertising on hold with music reduces call abandonment by almost 90% (Better Business Marketing)The average North American executive spends an average of 15 minutes a day on hold. That’s 9 days a year. (CNN)94% of marketing budgets are spent to induce the customer to call, and only 6% to handle the call once it is received. (Inbound Outbound Call Center)

Benefits of working with Impress Your Callers:

  • Professionalism and effectiveness:Our messages are aimed to help keep your customers on the line and advertise your services with a professional voice!
  • Prompt delivery: After you’ve placed your order, you’ll receive your finished product within 2-3 business days in high resolution mp3 or wav format. You can directly email us with your specifications. We’re here to get the job done as efficiently as possible with you, the customer, always in mind.
  • Competitive Pricing:Impress Your Callers prices are always competitive and we can work within most budgets.
  • Flexible Options: Message on Hold or Voice Prompts can be produced with or without music.Some customers like to have music for one voice message and no music on another. That’s totally ok. We’ll work with you to deliver whatever you need.
  • Individualized attention to your our customer: Why turn to a pool of talent when you can work one on one Impress Your Callers?We deliver the personalized expert service you require to get the job done right, within the timeframe you need.