June 20, 2011
The subject of voicemail greetings has gotten less attention over the years with the influx of email, texting, and social media. Still, in small business your clients, prospects and suppliers will still want a human connection. So how do you provide one for them when you’re not around or willing to take calls?
A while ago I published an article in various periodicals and online venues like AOL called “Leaving Voicemail Messages That Get Returned.” Judging from the email I have received and how many websites have replicated that content, I came to the conclusion that this is a hot topic and republished that article in my SmartBlog post and online. It makes sense to me to now share a follow-up on the use of voicemail, this time the proactive use of these hated systems in order to field incoming calls.
You see, people have long hated speaking voice-jail because they know darn well they will be banished to digital purgatory, never to have a return to their calls again. Upon getting your voicemail greeting, many callers become fed-up and won’t leave a message, either calling back when they can bug you in person or giving up entirely. But this isn’t what you want, is it? You’re an expert communicator, not a call screener who hides behind voice-veil. You want the caller to leave a message that gets down to business quickly and makes responding easier than a closest to the pin contest against Phil Mickelson.
How do you get it done? Well, there are a ton of tips I can recite to you about just setting up the system itself, but let’s narrow our focus to just your outgoing voicemail message, the voicemail greeting. Do this stuff and more people will leave more relevant, easier to understand messages for you that remove the dread of responding.
BREVITY IS THE SOUL OF A GOOD MESSAGE
When you leave your outgoing voicemail greeting, do you often find that recording time expires before you’re finished, so you have to re-try? That is God’s way of telling you that you talk too much. Get to your point quickly about who you are and how you would like the caller to best get a hold of you. An excellent idea is to provide an early means for the person to bypass the entire greeting and go right to the “speak after the beep” phase. That helps the caller abbreviate her time even if you are long winded in your message. Just a quick burr in my saddle: they have not reached the desk of your name. The desk doesn’t have a personality and take messages. They have reached your voicemail system and need to be made to feel that this is the same as reaching you, at least as effective.
“Hello. You have reached the voicemail of Karl W… of Smart Company Growth.”
That’s not a bad introductory line, because it tells the caller who you are and what you do. If he is looking for the secretary he’s got the wrong extension and likely won’t leave a message for you. You can enhance your value by providing instructions on how to get elsewhere, based on how often mistaken messages are left for you. You will learn this by trial and error. If you handle all mutual fund issues and someone else handles stock options, yet you continually have messages left for you about stock options, you may want to leave “If your call is concerning stock options, you need to speak with Jim Smith at extensions 123.” This can also point to an improvement opportunity in the main corporate system that may have routed the caller to your line.
PRACTICE POLITE POSITIVITY
There’s nothing worse than getting to the actual voice of a voicemail system and recognizing immediately that the person doing the talking would rather be somewhere else and really doesn’t want your call. Tell me it hasn’t happened to you. When it does, do you leave a message? Probably not, because what you heard put you in a bad frame of mind. So when you leave outgoing messages, write down what you want to say and rehearse it 3 or 4 times so it sounds natural. Sit up in your chair with your head held high and in your most optimistic voice begin the recording, and whatever you do, don’t leave your message after an argument or receiving bad news. You won’t be able to disguise your attitude.
THE HUMAN OPTION
No matter how positive you sound and how distinct and clear your message is, some folks, particularly older people, refuse to speak to an answering system. After you introduce yourself, the first thing you need to do is give them an opportunity to bypass your greeting and get to an entity with a pulse. Yeah, I know, your Admin Assistant will just take down the same message that the caller could leave, but for this group of people it puts them more at ease to hear a live human at the other end of the line.
Voicemail systems can easily get filled with calls, especially for important people like you. If wading through voicemail messages isn’t your idea of fun, you may want to steer the people to other ways to reach you. For example, many people leave their cellular numbers. Great in emergencies, but watch out, because many times you are out of range or your cell phone is off, so the caller gets ANOTHER voicemail system. I try to steer people toward my email address, knowing that I can skim my email far faster than listening to dozens of messages. The caller gets the added benefit of having written documentation so the information is as accurate as he wants it to be. You get the same accuracy benefit and the timesavings. By the way, if you think providing your email address will increase the likelihood of spam, you’re right, but don’t underestimate your callers. I can find the email address of anybody in a company in seconds by a variety of methods (subject for another article, you tell me!). Spammers will be spammers, and your junk filters are going to have to deal with that.
TELL THEM WHAT TO DO
“You’ve reached John. When you hear the beep, you know what to do. Bye.”
Ever heard a version of that? Well, in general terms, they do know what to do, but in specifics—uh uh, doesn’t happen. This kind of outgoing message leaves you open for everything from a five minute diatribe to a “This is Sam. Call back.” You need to tell in specific terms what you want them to do to be the most effective and timely.
I hit them with four instructions:
Who are you?
What is your purpose and importance?
Should I return your call and when?
How and where should I reach you to reply?
This keeps the caller focused and minimizes random soliloquies and rants. If you don’t tell them what to do, they have the freedom to do whatever they want to. You’re an expert communicator, so use your voicemail greeting as a channel of persuasion for the caller. As in all communication—specificity rules!
Here’s one for the notepad. People are already in a declining frame of mind when they get voicemail because they wanted you in person. Many will walk away even after leaving a message wondering if you will call back, worry about when (if the matter is urgent), and generally have a hollow feeling inside. How about offering an option to get some instant value in the form of information in lieu of getting you?
“To listen to today’s travel forecast, press 1.”
“To learn the difference between a fixed rate mortgage and an ARM, press 1.”
“For a quick laugh, press 1 for the joke of the day.”
Get it? You’re not forcing her to listen to this before leaving the message, but if the caller wants, she can access information from you in your absence. You’re not just providing the final piece of a painful puzzle; you are now providing a service. Of course, if you believe you are so freaking important to the planet because you’re the ____ (fill in big dog title), well bully for you! Just shut the damn thing off entirely and have one of the serfs field your messages and call it a day.
Use of these seven techniques allows you to effectively eliminate wasted time on the phone checking your messages so you get the ones you want without deciphering the whims of disparate voices that may not be relevant to you.
Visit the Smart Blog for more great communication & sales tips. Post your voicemail tales & you might be spotlighted in the next article. Contact with Subject: Outgoing Msgs and I’ll give you 5 tips for more Voicemail Greeting success. Karl Walinskas runs Smart Company Growth.