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What does your On-Hold Music Say about You?

Every now and again, it seems that the stars align and every customer decides to call your company at the exact same time. While you should never make your customers hold for more than five minutes, you’re not always going to be able to take every call immediately, either. For times like that, you need on-hold music.

Maybe you chose the first radio station that your tuner found, or maybe you spent days meticulously researching licensed on-hold music that you could purchase to make just the right impression. Regardless, the music you choose to play on your business’s phone systems leaves an impression. So, what does your on-hold music say about you?

If you have the same song repeating over and over again…
then you must be pretty confident in your customer service abilities. Risking forcing your customer to listen to “Raindrops Keep Fallin’ on my Head” on repeat while waiting to get in touch with you is a bold move – but it’s one that you were willing to make, because you are confident that no one will be left on hold long enough for the catchy tune to drive them insane.

If you play an alternative satellite radio station…
you want to say that your company is in-touch and, also, you’re really sorry that your customer is on hold. You figure, if callers are willing to put in the time to wait to talk to your team, the least you could do is help them discover some new music while they wait. You’re a cool company – definitely not the type to play all the oldies.

If you play “elevator music…”
you’ve got bigger things to worry about than your hold music. Maybe your business is really taking off and you’re just excited to be getting calls at all – or maybe you know you can compensate for your boring hold music with your excellent interpersonal skills. You know that your customers won’t be hanging up the phone unhappy, so the hold music is just a means to an end: customer satisfaction.

If you’ve got a personalized business radio station…
you’re a businessperson who’s never willing to pass up a branding opportunity. Your radio station has a custom voiceover that plays between songs to remind the customer that they’re waiting to talk to your business - and did they know you’re currently running a special on upgrade packages?

If you play superhero theme songs cleverly disguised as classical music…
your business is sophisticated, but doesn’t take itself too seriously. You like to have fun, but you still dress business casual. You’re straightforward about what you’re all about, and you’re here to help. Most importantly…you like conversation-starters.

Russ Fordyce

About Russ Fordyce

Russ is the Managing Director of Marketing at Broadview Networks where he works to help consultants and business owners better understand and put technology to use so they can transform how their employees get work done and improve results.

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