The other day I was out getting a bite to eat in the area I live and I saw something interesting while I was waiting for my order. A team member of this place was sweeping up with a dust pan and broom. That’s not the interesting part, what happened next is.
A large piece of dust caught itself in the bristle of the broom and refused to relinquish its grip and settle in the pan. So the team member bent down, plucked it off, placed it back onto the ground and made a second attempt to sweep it into the pan. This happened about four-five times before the team member grew frustrated and just placed it straight into the pan. I wish I were exaggerating.
This brought to mind Albert Einstein’s famous quote “the definition of insanity is doing the same thing over and over again and expecting different results”. And this adage can be carried over to how you think about your On Hold messages. If you currently play radio or standard “thank you for holding” messages and still have angry or upset callers, try something different! Or if you have a professionally written On Hold production that’s not getting the results you want, try something different!
The great thing about On Hold messages is that (depending on your package) you can chop and change them as you like, fine tuning them until you achieve the desired result. This might be increased conversions, larger customer share or customer retention. The choice is yours.
– Lachy