Making Hold Time Worth the Wait: Business Brew Work-From-Home #3

On August 6th, Staci Clary joined Business Brew to talk about the importance of the customer experience as it relates to phone greetings, on-hold messaging, voicemail best practices, and how to handle online chat. 

Here are some of the highlights from the chat. 

When recording a voicemail message for your cell phone whether personal or business:

  • Don’t be scary
  • Be yourself
  • Don’t be rushed
  • Keep the message short
  • Get to the point 
  • Be clear and kind

Tips for cell phones and employees:

  • When handing out phones, also hand out the expectations for use including customer experience
    • Consider writing a paragraph that accompanies the phone
  • Offer a script they can use when recording a voicemail message

General voicemail tips:

  • Practice what you’re going to say
  • Deleting your voicemail and trying again is ok

Tips for businesses using auto-attendants (phone systems):

  • In an ideal world, live answering is best
  • Consider having a company representative answer the phone when possible
  • If you have a hold system or auto-attendant, the music and message should sound like your business
  • Allow three rings before the auto-attendant answers
  • The most important person in your business is the person who answers the phone, whether it’s live or recorded
  • Keep the options in the auto-attendant menu to three or four
  • Always give “press zero to talk to a person” as an option
  • While on hold, silence is not polite; it’s hard to know you are still on hold if it’s silent
  • Consistency is important

Online Chat tips:

  • Same with auto-attendant, it’s best that this is operated by a real person
  • If it’s not a real person, make sure the auto-responses indicate that

Other tips and memorable lines from Staci:

  • Any music playing in your business should suit you and the business well
  • “Help me matter to you”; receiving a phone call from a customer is the reward for good marketing and advertising, make it count by making your customers feel special
  • Your phone is an employee, treat it is as such
  • Update your voicemail and auto-attendant two to three times per year
  • Review all the touchpoints customers can have with your business!
  • Little things matter and make a big difference

The Business Brew Podcast – Making Hold Time Worth the Wait The Business Brew Podcast

On August 6th, 2020, Staci Clary joined Business Brew to talk about the importance of the customer experience as it relates to phone greetings, on-hold messaging, voicemail best practices, and how to handle online chat. Staci Clary was 12 years old when she began working for her dad in his pizza parlor. She was quick to notice that the little things brought her the biggest results. Staci continued working in pizza parlors through high school, eventually earning enough money to graduate with a degree in Broadcast Journalism from Gonzaga University. After graduation, the newsroom was her next step, then she married and started a family. A few years into her family, a friend introduced her to INPHO Information On-Hold, a business that provides hold messages that entertain callers, which keeps them holding longer. She thought, "Producing original on-hold soundtracks that replace silence or horrible music is the perfect combination of my skill set. The soundtrack gives customers the attention they deserve, and business owners don't lose phone calls!" Now, 29 years later, Hold On Now, Inc. works for over 500 companies throughout the U.S., and over 10-thousand customers per day hear her productions. Staci is an optimist and known in the community as a connector of people. She is seen regularly on the local PBS station as an on-air Pledge Host; she is also a voice actor, community volunteer, board member, and local Chamber Agora Award Nominee and semi-finalist. You will find her working a lot, and when not, outdoors as much as possible, enjoying the four seasons the Pacific Northwest naturally offers. Fun facts: Staci loves coffee, drinks soda water like it was the best thing ever invented, and enjoys red wine. You will observe her talking and moving fast, exercising every day, and spending time with her favorite people on the planet; her family & her two dogs. Oh, and her favorite food is pizza. Featuring music from www.bensound.com. ***** Business Brew started as a simple idea—just coffee with a business expert. Business owners and entrepreneurs could gather around that expert and then ask questions and get answers in real-time. The agenda and structure of Business Brew was designed to be simple and meant to inspire a natural conversation. It was an informal gathering created to support the small business ecosystem in the Spokane region. Typically, we met the morning of the first Thursday of the month at Fellow Coworking in Downtown Spokane. But as you know, things aren't typical right now. In May of 2020, Business Brew, like many things, had to shift gears and we switched to an online format meeting on ZOOM and then broadcasting on Facebook Live. One of the silver linings was that each Business Brew was recorded. This podcast is the result of that shift.
  1. The Business Brew Podcast – Making Hold Time Worth the Wait
  2. The Business Brew Podcast – Getting Back to Work Safely
  3. The Business Brew Podcast – Photography and Videography on a Budget

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