Have you ever called a local business and were immediately put on hold only to hear every few seconds this crazy annoying beeping sound or there is dead silence? You can’t tell if you’ve been disconnected or are still on hold. Or what about the business that has a radio playing as their on-hold message, except it’s all static or playing some lame music?
Now, I believe the best customer service is to never put the caller on hold. However, we all know that from time to time it happens. (For how to effectively answer the dental office telephone SEE How to Effectively Answer the Dental Office Telephone)
A while back I set one of my clients up with a message on hold service, created beautiful, short custom marketing messages for them and on the first day of using it, a caller said: “Oh, I didn’t know you do teeth whitening.” See how that works?
Having a quality message on hold system set up is a good thing. Use this service as an opportunity to educate and inform your callers while they are on hold.
Every dental office has information, news, events, or dental health facts and services that should be highlighted while a caller is put on hold.
In addition to playing music, what are some things you can talk about?
- Special Office Events
- Dental Services & Products
- Dental Health Tips
- Office Hours
- Social Media Site Information (Invite callers to “like” / “follow” the office.)
- Financial Expectations
- Website Address
A message on hold system allows you to advertise to your patients and keep them informed on the latest and greatest office happenings. It will also distract them from the fact that they’ve been put on hold.
Please make sure that you keep your content fresh! One of my doctors offices has had the same on hold message for years!! I think I have it memorized. Blah!
There are many on hold messaging services out there.
My suggestions for what to look for in a message on hold service/system are:
- Quality Sound & Voice Talent.
- Inexpensive – You don’t need to spend a lot of money!
- Helpful – Exceptional Customer Service.
- Allows you to change your message and music throughout the year.
- Doesn’t lock you into a long contract.
- Will help you create effective messages.
- Makes the setup and process easy on you and your team!
- Allows you to listen to sample messages before buying.
And if you want my specific recommendation, it is Captive Audience. After much research, this is the company that I have found to meet my requirements and exceed my expectations. (See below for more information about Captive Audience)
Have you ever called your office and were put on hold? I know your patients and potential patients have, what are they hearing or not hearing? Make the time they’re on hold count!
Those are my thoughts on using a message on hold service.
Since we’re talking about putting callers on hold, might I add, never, ever answer the phone with “hold please” or “can you hold?”! Take a quick second, find out who they are and what they need. People prefer not being put on hold. If you are habitually needing to put callers on hold, you need more people answering the phones.
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Yours for Greater Success!