I hate it when I call a company and get put on hold. It’s not the wait so much, it’s the music. Most of the time it’s something really annoying that loops endlessly. Occasionally I get something interesting, like a local radio station giving me traffic reports or music. Some give me the option to cancel the music and play a beep once in awhile to let me know I’m still connected.
How about using this as an opportunity to connect with me as an existing or potential customer? My local automobile dealership has the owner read local trivia from a book to pass the time on hold. They also inform me about service specials for my car. This makes me feel that I am doing something productive with my time. It’s also fun and make me feel wanted. If you tell me about other sections of your website, maybe you can get me to go there while I’m waiting on the phone. Maybe I will read a blog post or find out more about you.
Here are some other ideas:
- Tips for using your product
- Ways to save money
- Tips for helping the environment
- Reminders of maintenance schedules
- A charity you are sponsoring
Since a telephone hold may be your first contact with me, don’t annoy me. Give me a reason to feel good about your company. And change that music!