Meet Jane Doe " a smart and savvy business person and a potential new customer of yours. Jane has a need for the products or services you provide and the budget to pay for them. She is also well-connected with a large network of business associates, co-workers, friends, and family with whom she frequently shares her impressions regarding her business experiences.
Jane expects the companies with whom she does business to provide the high level of service she provides to her customers. Those who do are rewarded with a loyal customer and a rich source of referrals. Those who drop the ball not only lose a valuable customer, but they miss out on the referrals, and may even earn a negative reputation. Jane is about to pick up the phone and call your business for the first time. What will her experience be?
Jane understands that you may be busy with other customers and unable to help her immediately, so she's willing to wait on hold for a short time. How will her on-hold experience color her impressions of your company? This is her first contact, and it is likely to have a lasting impact and play a major role in her decision as to whether or not to do business with you. A music-on-hold-message is a combination of elements including music, words, voice, Audio production, and equipment.
Music on-hold messages range tremendously in style, quality, and content. They can project a definite image about the business in terms of who they are, what they do, how they do it, why they are in business. Is your on-hold music and message an accurate reflection? While Jane is waiting on hold are you projecting an image of a professional, responsive, considerate company that is motivated to meet her needs? By the time Janes call is answered will she be better informed about your company, aware of pertinent company news or specials, better educated and better equipped to make a buying decision? Words and music can be powerful conveyors of emotion. What emotions do you want Jane to be feeling when you answer her call?
When Jane hangs up from this call will you have won or lost her business? Your music on-hold message can help determine that outcome.
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