Image & Branding
In A High-Tech World, The Phone Still Rules
Does your company have a website? Good… that’s important. Every business should have a website. Even a one page presence is better than none at all. The Internet has changed our lives forever and for the younger generations, they don’t know a world without the web.
However, even with smart phones and social networks and all the other communication tools we have thanks to the Internet, we still talk to each other, and most communication is still done over the phone. This is especially true for business.
Of course you want to make sure your website is effective and looks great, but don’t forget your phone etiquette. This includes: answering the phone promptly (before the third ring if possible) and speaking clearly in a pleasant tone of voice.
I know I am stating the obvious here, but many companies don’t consider how they sound when they answer the phone and that first impression will stay with the caller long after the call is completed.
Why Not Just Play The Radio Or Other Music On Hold?
With the radio, you have no control over what your customer will hear when placed on hold.
Certainly, the local soft rock or smooth jazz radio station plays appropriate music, but these stations also have announcers and play commercials. You may be shocked to find your customers on hold hearing a commercial for your competitor!
With a satellite music system or other music service, you have control over the style of music. However, most companies are in business to make money. Music on hold without a message about your company’s product or service is a lost opportunity to promote your product or service and build your company’s brand.
Many businesses will resort to a radio or CD player because they believe it is free. In fact this could be a costly decision. Most musical works are the property of the songwriters, composers, and music publishers and may not be reproduced or rebroadcast without the proper licensing. Read More
Effective Advertising
How much have you spent to get prospects to contact your business?
When they do call, how much have you spent to convert that prospect to a customer?
If you were a prospect calling your company, were placed on hold and heard silence while waiting, how long would you stay on the line?
Many companies do not think they put their callers on hold, or only place callers on hold for a short period of time.
The reality is placing callers on hold is necessary in business. In fact, 70 percent of all callers are placed on hold (source: AT&T).
Why not turn that time (even if brief) into one of the most important marketing opportunities available for your business.
