“Hi, I’m not here. Leave a message.”
Would you want to do business with a company after hearing that message? Many businesses, especially small businesses, can increase their sales and promote their image by having a more professional voice mail greeting. This often overlooked aspect of business operations is a critical customer contact point and one that’s worthy of careful planning. Here’s what you need to know.
The Confirmation: First, you want to let the caller know they dialed your number correctly, so state your company’s name early in the message. You should use your entire company name to avoid confusing the caller. If you have a short company slogan, you can add that as well.
“Thank you for calling Widgets Express, proud makers of the world’s fastest widget.”
The Apology: Next, politely apologize for not being able to take the call. Customers understand that not every company has a person dedicated to answering calls. To further improve the caller’s impression of your business, use words of plurality. Referring to your company with the singular word “I” implies your company is a business of one.
“We apologize that no one is available to take your call at this moment.”
The Promise: Finally, make a commitment on when someone will be able to respond and then stick to that commitment. Set aside at least one time each day to respond to voice mail. Customers do not easily forgive broken promises.
“Please leave your contact information and the reason you called, and we will respond within 24 hours. Thank you.”
Voice Recording: When recording a voice mail greeting, be sure to speak slowly and clearly. You should record the message in a quiet area with no background noise. Record the message several times until you are more relaxed and happy with the results. The first few attempts are likely to sound forced and will come across that way to callers.
Despite being a business guru, your voice might not exactly sound angelic. In that case, consider having a colleague, family member, or friend record the outgoing message. You can also hire a professional voice service who will digitally record one or more custom messages for your business. Here are several online sources of voice talent.
Putting it All Together: Most people know what to do when they hear a voice mail greeting, so keep your outgoing message short, to the point, and above all else, professional. Be sure to state your company name, apologize for not being able to take their call, and offer a commitment on how soon you’ll be able to return their call. Remember that a customer who is put off by a voice mail greeting is unlikely to call back a second time.