Phil Millard- MD of Vending Intelligence Agency shares his thoughts on the finer detail of communication…
‘In the course of providing my wares to Vending Operators and Suppliers I speak to many via their mobile phone and I am constantly surprised and shocked by the poor quality of the various voice mail messages I hear.
I would like to ask this question to you all ‘Have you checked your own mobile phone voicemail or your office answer machine message recently?’
There are a number of things that should be avoided at all costs:
1. A lack of personalised message; Don’t use the default automated message as it says you can’t be bothered. If people are to do business with you then they need to be confident they are speaking to the right person and that you are the right company to do business with. Not having your own message could suggest that a) You don’t want to be contacted or b) You don’t care or are not interested in them, both of which are off-putting.
2. Out-of-date messages; Specific availability messages are great provided you keep them up to date. Please make sure if someone rings you at 1.35 that they don’t get through to an answer message saying ‘Sorry, the office is closed, our office opening hours are 9.00 to 5.00…’
3. Drab and boring messages; Make sure that your messages are both positive and avoid negative statements like ‘I will try to call you back’. Be positive and say ‘I will call you back’ and if possible put a time scale on there and stick to it
Some tips. Before you record the message write it down. Think of what you are going to say. Could it be an opportunity to promote a new product or initiative? Be memorable and stand out from the crowd with a great professional message. Record it in a quiet environment and not the car.
The office answer machine message should be recorded by the person with the best voice.
Hope this helps to improve what we all have to listen to and it might make your clients smile.
Listen to some examples I have recorded and let me know what you think.’
Thanks Phil, Planet Vending have heard some howlers in the past where some mobile phone users have forgotten that clients will hear their messages! We’d love to hear about any that you have experienced, meantime our little tip is ‘ Always call back when you say you will.’
