Hello, my name is Deanna Murray and I am a marketing and branding specialist who helps businesses realize their true potential by making their brands come to life.
Personal attention to detail and quality customer service are hard to achieve in this world, especially with the constant use of email and live chats for quality assistance.
Every now and then, a person just wants to pick up the phone and speak to a live person. But what happens when your business is being called after hours or while you’re on the sales floor assisting a customer?
A customer gets your voicemail.
Instead of using the boilerplate ‘We’re sorry, the person at 555-555-5555 is not available, please leave a message’ use your company’s voicemail to send a message about your brand and your dedication to customer satisfaction.
Here are some tips to make your company’s voicemail work for your business.
Write a script. This isn’t your personal voicemail. This is a representation of your business. Therefore, the message should be planned. It’s not a moody message. It’s not tongue-in-cheek.
It is a professional impression received by a potential customer when you are not available to talk. It should make a person want to either leave a message to get more information, jump in their car and engage in business right away or call back later.
Your voicemail is a chance to show your business is invested in customer service and in quality.
Every voice mail should include: Your company name, tagline, your address, your hours of operation and a timeframe for a person to expect a call back.
Tip: When writing your script, don’t be afraid to put in some references to company accomplishments or recent media wins. It’s OK to brag a little – just not too much.
Choose someone with a good radio voice to record it. Being the person recording the message on your voicemail is not a job for just anyone.
While a person has a pleasant speaking voice, that doesn’t mean it’ll convey the same way on a recording. If you have to, run some tests and figure out who has just the right amount of appeal and personality engrained in their voice.
Tip: Remember, when you’re choosing someone to record, don’t look at them when they’re recording. Make sure you like the quality of voice and message conveyed based solely on their words, speed of speech and intonation.
Make every second count. A good length for a voicemail message is about 20-30 seconds. Anything longer than that, unless you have menu items to choose from, is tedious and overpowering. People are busy! Remember? That’s why you didn’t answer the phone!
Check it like clockwork. Now that your message is recorded, live up to the impression you want to leave a potential customer with – check your messages and call those who need a response back in a timely manner.
You could have the greatest message in the world but if you do not return your calls, your fantastic first impression is replaced with that of uncaring indifference.
Tip: Put a note in calendar to check messages every morning and at other points throughout the day you might not be available to take calls. Don’t take it lightly if a potential customer calls you. They’re more likely to engage than a customer who has emailed – calling shows personal interest and initiative and you have a higher chance of getting the person’s business.
Review and Redo. Just like all other aspects of your business, your voice mail message should be reviewed, at the very least, every 3 months. As your business grows, you might add more options within your message or highlight new wins. Maybe you’ll go through a rebranding and need to update your tagline.
Make sure any customer-facing message is reviewed in a timely manner and on a regular basis.
Making sure your voicemail message speaks to the business you are aspiring to be is simple if you follow these basic steps and then live up to the perception with strong product and fantastic customer service.
A good business person knows no detail is too small for a professional, polished touch – including your customer-facing voicemail messages.