“Your call is important to us…”

Wow, how many times have you heard that this week? So, who is kidding whom? Of COURSE your call is important to them! But we would suggest that the time On-Hold could be better used to show the caller just why and how their call or their business is important to the business.

One of the best ways to do this is by using the theatre of the mind in each of your callers. Describing how your product or service will make a difference in the caller’s life will be MUCH more powerful than saying “your call is important to us.”

And this one: “Your call is important to us, and we will answer your call in the order it was received”. Again, did you expect them to jump around? Did you actually expect them to answer the call that came in after yours, leaving yours until the next hour, day, or week?

Telling your caller that you will answer their call in the order it was received simply reminds them that they are waiting in line. Probably not something you want to remind them to think about!

Now, what would your caller experience be if you used that time to paint a picture of the caller using your product or service?
Or had success stories of people who’s lives are changed because of what you provided?

The next time you are On-Hold, think about the On-Hold experience your delivering to YOUR clients!

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