Making Plans for Music On-Hold?
Remember: People do Business with People

The statement „people do business with people“ is much more than a truism. ‚Worth their salt“ business people keep the truth expressed by these words ever in mind. Consideration of the converse of this principle can be helpful as well: „People don’t do business with anything but other people.“ Or at least, not if they can help it. Think about you own experience. Haven’t you ever felt like exclaiming, „Thank God! A real-live person!“ after an interminable and exasperating time of waiting and working your way through the auto-attendant or phone-tree of some „monster-mega“ corporation, government agency, etc. And, miracle of miracles, what about the elated relief that courses through you when the human on the other end of the line (A) speaks proper English (B) is reasonably well-educated (C) is knowledgeable and conversant regarding your reason for calling (D) has a positive and constructive attitude and doesn’t treat you like an annoying interruption. I.e., they are ready, willing, and able to help you. What a concept!

In your provisions for music on hold, messages on hold, etc., think of how you can make the most of your customers‘ wait time with well-written scripts that have a „human touch“ – so that when they come off hold your callers don’t feel as if they’ve just been rescued from some desert island. Here’s a paragraph Holdtime Studios just submitted to their newest client, Boise Vision Care:

„Care It’s in our name, and all we do. Your call is ringing in today to Boise Vision Care. We’ll keep your time on hold as brief as possible, and if you happen to be online, you can also connect with us at „BOISE VISION CARE DOT COM“. Thanks for holding. We’re wrapping up with our other patients right now to answer your call as quickly as possible.