I Object---Overruled!

There are a handful of objections we get over and over again, mostly birthed out of an honest mis-understanding of the message-on-hold application and opportunity.

My favorite objection though has to be the one where they tell me "We really try not to put people on hold!"

Good for you!

The first business person I encounter who responds to my product offering with an enthusiastic "YES....that's just what I've been looking for since keeping our callers on hold is the cornerstone of our marketing campaign" will be the first person to see me curl up into the fetal position, start sucking my thumb and whimpering while rocking back and forth, for I will have given up on mankind as a whole.

That isn't going to happen.

Guess what? I try not to get a cavity. I try to hit all green lights and I try not to get sued. I think you get the point.

When the inevitable happens and you have to put someone on hold or transfer a call, don't aggravate the situation you've tried to avoid altogether in the first place!

See, the folks who say that they "really try not to put people on hold" are my perfect candidate! They just don't know it yet.

I was talking with someone just today who works at a local hearing-aid center. I said to him, "You know, we talked to your company several years ago and you guys gave us a legitimate objection that we couldn't overcome." He said, "Really, let me guess...because we want a live person to answer the phone?" (Honest mistake.) "No" I said, "We provide the messages your callers hear once the phone has been answered and the call is put on hold or is transferred!"

"Oh, OK" he said, "I get it. I bet it was because they're only on hold for 15 seconds!!" (Another good, honest answer...but wrong as well.) I said "No, that wasn't it and actually, that isn't a real strong objection either! Let me sit here with you for 15 seconds and not say a word...15 seconds is an ETERNITY in silence isn't it?" Nodding his head in agreement, I could see he was trying to figure out what objection they offered up to us that we couldn't address.

I looked at him and said, "Your patients all have hearing losses. Your company didn't want to run the risk of confusing them if they heard a voice on hold. So your company just plays music. That is a sound and logical reason to not play messages on hold!!"

Here's my challenge to you: submit your objections, c'mon give me the best you got. Let me see if I can legitimately address them. If I can't, as in the application above, I will professionally defer to your unique situation.

So bring 'em on....let the objection submission begin!!!

AmericaOnHold Info Clip

AmericaOnHold's very first You Tube clip, thanks to Tim Conley with Local Marketing Mastery for his help with this video clip!!

It's not what it costs; it's what you get that counts!

When was the last time you bought the "cheapest" widget and was overwhelmed with satisfaction? I suppose it can happen, especially if the widget doesn't have a big impact on your life, such as a bran muffin or perhaps a pack of gum, but even in those instances, I'm thinking a "cheap" bran muffin might beget an experience I would regret.

"How much does it cost?"

When our prospects ask us that right out of the gate, we know we're in for an uphill battle. And unfortunately, they are setting the stage for a less than satisfactory experience and end result for themselves.

So, for you my friends, some free advice when considering your own messages on hold....

Because what your caller hears is important to you, please approach this decision with more caution than deciding which bran muffin to get.

It is easy as 1-2-3 oh and 4!

1--Who is writing the copy?
You? Your sales person? Pre-written canned copy for your industry? Ixnay on all the above. Because message on hold is only as powerful as the copy, don't leave this to the faint of heart. A professional copy writer, educated and trained specifically to write on-hold copy will be your best bet!

2--Who is the voice talent?
A professional voice talent is loosely defined as one who does this for their day job. I once worked at a TV station, and on occasion, I would be pulled into the studio to do some voice work when they were short handed. That does not qualify as a professional voice talent. The tonal quality of your final delivered product will be noticeably impacted, one way or the other, depending on which type of voice talent records your message.

3--Where is your production being recorded?
Fancy software on a computer and a microphone do not make for a professional sound studio--it makes for a hobby. Demand and expect your production to be created in a sound-proof studio, with professional, state-of-the-art equipment. In particular, be sure the script is being read into a professional microphone.

4--How is your message being delivered?
Plugging in your MP3 player, or CD player, or radio? Stop right now...put the device down and slowly walk away from the phone system! Technology is on your side! You either have a VOIP phone system (Voice Over IP) in which case you will get your production via email, and drag and drop it to play on hold. (How cool is that???) Or, if you have a traditional phone system with a MOH (message on hold) port, there is a digital player that will receive your completed production via a piggy-backed fax line or your internet ethernet port. In other words, REMOTE delivery is the name of the game--saves you time, trouble, and inconsistency!

I know what you're thinking...in order to get ALL that, it will be too expensive, and now you're about to run out and buy that "sounds of the rain forest" CD to plug into your MOH port.

Whoooaaa....with obvious self-serving intentions, let me just tell you that America On Hold delivers all the above for much MUCH less than you might think. In fact, on more than one occasion I've heard the incredulous "That's ALL?" at the end of a presentation.

This isn't rocket science--nor is it bran vs blueberry.

Just humor today...

I plan to write a book, WORK is a Four Letter Word. (No, seriously, I do...but that's not the topic today and admittedly is a sneaky way to get in a self-serving plug!! Hey, when you're the blog writer, you're in control!!)

Many people forget to have FUN. So, for kicks today, lets have a little FUN....

Lately, I've been "observing" the masses and how they react to what they hear on hold. (Note to self, Mr. Business Owner, believe you me, they ARE listening!!) I've seen everything from humor to profanity to someone reaching a decision to never do business with a certain company again. All in real time by watching on Twitter...an amazing process, very voyeuristic! The link provided here is just yet another example, one I found rather humorous, albeit not of the meaty nature if you're expecting something really relevant from us every single solitary time...just gonna deliver some humor today!

When Music On Hold Goes Bad

Enjoy!

NPR Interview with the author of "On Hold and In Hell"

Author Russ Juskalian wrote "On Hold and in Hell" for Newsweek, which I referred to earlier this week. Here, NPR interviews him and invites callers to comment. Informative, interesting and humorous all at the same time.

The Perfect Example of What Not To Do!

If this is what your on-hold sounds like, put the mouse down and call us immediately!