I'm on a tight deadline and I get this guy's voice-mail:
"Hi. I'm either on the phone or away from my desk. Leave a message and I'll get back to you as soon as I can."
I'm thinking, "Well that's just brilliant Einstein. Now tell me something I don't know, such as WHEN you'll call me back!"
I'm either on the phone, or away from my desk? Apparently, he doesn't know. That's a real confidence builder. Worse, I have absolutely no idea when I might expect a call back from him. He might as well leave a message that says, "Leave a message and have fun twisting in the wind until I call you back." Even worse is, "I'm either out of the office or away from my desk." Yep. That's helpful. Reaaaaal helpful.
Today, the technology exists so that we don't have to leave people twisting in the wind. Giving customers and clients some idea of when they'll hear from you, shows them that you are mindful of their need or want to get a hold of you. Here's how I handle it.
About 10 years ago I discovered a little thing called busy call forwarding. If I'm talking on the phone the call is forwarded to a message that says, "Thank you for calling. I'm in the office but I'm on the phone. Please leave a message and in most cases I'll call you back in 20 minutes."
I get lots of compliments on my "20 minute message". And, it impresses people when I do in fact, call them back in 20 minutes.
If I'm out of the office the call goes to my regular answering machine that says, "Thank you for calling. We're out of the office, but please leave a message. We'll call you back as soon as possible … most likely, today.If you need to reach me sooner, call my cell phone at xxx-xxx-xxxx."
Either way, the caller has SOME idea of when I'll call them back. They can also call my cell phone. If I'm not in a meeting, I answer it. I usually check my office messages about every hour when I'm away.
Now some people, mostly real estate types, are right on top of things with voice mail messages that say something such as, "Today is Friday (insert date) I'll be out this morning but back in this afternoon after 2pm. Please leave a message … etc." Ahhh, the sweet sound of predictability.
Marketing your business is more than ads, signs, press releases and business networking. Marketing encompasses everything you do to influence the decision of your client, prospect or inquiry. That includes every aspect of customer service. That includes your outgoing voice-mail message.
Call yourself tonight. Listen to your outgoing message. If that voice-mail message is the first impression someone has of you - is that the impression you want them to have? Ask yourself, "Is that the best first impression I can make?"
Life is unpredictable enough. Any time you can add predictability to someone's life - you're telling them that you're in control. You're also telling them you care. What is your voice mail message telling your callers? If it does little more than tell the caller that you don't know whether you're on the phone or away from your desk … you might wanna change it.
Michael Merrick Crooks, is founder of Crooks Advertising Alliance a creative strike-force specializing in creative problem-solving as it relates to advertising and promotional marketing. A Battle Creek, MI native, Crooks is a Cub Scout leader and Little League Baseball coach. For more unique marketing articles, visit www.CrooksAdvertising.com and sign up for his free newsletter, CrooksView Creative Digest. Or visit the most authoritative website in the world on the subject of waterless tattoos: www.WaterlessTattoos.com
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