| "Hi this is Randy. Leave me a message after the beep | | | | transformation in regard to their level of |
| and I'll get back to you as soon as possible. Thanks | | | | engagement.Some people told me about their favorite |
| and have a great day."Garbage.This is an example of | | | | cereals, others discussed breakfast as a whole. Some |
| a typical outgoing message that makes callers feel like | | | | callers said they didn't care for cereal, while others |
| they really are talking to a machine. Now, we've all | | | | reminisced about childhood memories of delicious |
| heard this cookie cutter message about a zillion times, | | | | breakfast treats that were longer on the market.It's |
| but honestly - it hurts me more with every call.This | | | | amazing how people open up when they are asked a |
| doesn't make a voicemail message bad. It simply | | | | question that is a) open ended, b) fun and c) universally |
| means that the voicemail is not totally leveraged. So, | | | | easy to answer. What's more, once personal |
| for the sake of your callers and my ears, I want to | | | | preferences are revealed via self disclosure - trust, |
| share six techniques that will transform boring, robotic | | | | rapport and common points of interest will develop in |
| voicemail into an engaging, fun and personable medium | | | | the relationship. Not to mention, it's easy to leverage |
| of communication.Noise | | | | their message as a great ice breaker when you return |
| Have you ever left a message on someone's | | | | their call!Smile |
| voicemail who obviously recorded their greeting in a | | | | Now that you're ready to rerecord your voicemail, |
| car?"Hi you've reached the voicemail of | | | | there's only one thing left to do: smile. I know, it sounds |
| Sandra...HONK! I'm away from my...LOOK OUT LADY! | | | | so simple. So cliché. So Dale Carnegie. But say |
| ...right now, but I'll call you back when I ...SCREEECH! ... | | | | the following sentence aloud: "I'll get back with you in |
| my office. Thanks."Garbage.Messages like these will | | | | 24 hours."Ok, now...say the following sentence WITH A |
| make your callers feel unimportant. Messages like | | | | SMILE: "I'll get back with you in 24 hours!"Did that make |
| these will show your callers that you don't care enough | | | | you feel silly? Maybe.But did that sound totally |
| about them to spend 10 minutes recording a clear | | | | different? Probably.And will that make your callers |
| message. Therefore, the first rule of transforming your | | | | actually feel your smile through the phone? You better |
| voicemail is: get rid of the noise.When you go into your | | | | believe it.There are two reasons to record your |
| office or home - shut the doors, turn the music and TV | | | | outgoing message with a smile. First, it will sound like |
| off, and record your message in absolute silence. | | | | you actually took the time to record your message |
| Remember, your voicemail is a medium of | | | | instead of quickly spurting out a few words on the |
| communication - and any noise that comes between | | | | drive home from work. What's more, people will sense |
| two individuals is considered a barrier. Even over the | | | | that you do care about their call.Secondly, you never |
| phone.Differentiation | | | | know who's going to call for the first time. Imagine |
| Now that you've locked yourself in the closet with | | | | getting a phone call from a new referral that has |
| your phone, it's time to figure out what you're going to | | | | potential to stimulate a lot of business. She leaves a |
| say. What's more, how you're going to say it. So think | | | | message and awaits your follow up. Now, odds are if |
| of your business cards, website, letterhead and | | | | you met them for the first time in person, you'd be |
| promotional materials: what makes you stand out? Is it | | | | smiling so much your ears would get crowded. |
| the slogan? The phrases? The company | | | | Likewise, if your voicemail is the first time they hear |
| name?Unfortunately when it comes to voicemail, | | | | your voice, speaking your smile is a great way to |
| people just seem to go through the motions. They | | | | make a first impression. Even if you're not there!Your |
| throw some generic message together and it stands | | | | voicemail is a tool that has fantastic conversational |
| out like a needle in a stack of needles. But keep this in | | | | potential. Just because you have a voicemail doesn't |
| mind: everyone has a voicemail. Everyone. So what | | | | mean you can't make people feel like they're talking to |
| are you going to record that will allow your callers | | | | you. By recording a friendly, engaging and memorable |
| differentiate you from all those other "I'm away from | | | | message, you will literally be able to hear the smile in |
| my desk" people out there?Great example: I used to | | | | your callers' voices.Continuity |
| sell furniture at a family-owned liquidation warehouse. | | | | You might be the greatest conversationalist in the |
| Every week, the owner would rerecord a new | | | | world, the most talented salesman or the friendliest |
| voicemail with one or two items that were an amazing | | | | volunteer in your organization. But if your voicemail |
| deal. She did this so her customers - even without | | | | sounds like its own unfriendly, unrelated entity, it's like |
| walking into the store - knew their prices were the | | | | missing a piece to an important puzzle.Here's another |
| lowest.Fun | | | | way to look at it. Let's say your organization has a |
| I've always wondered why voicemail messages can't | | | | marketing plan that includes billboards, brochures, |
| be fun. In search of an answer I recently consulted my | | | | newspaper ads and flyers. Now, what happens if the |
| Sprint PCS handbook. I found the following passage | | | | brochure uses different colors and slogans than the |
| under the section "How to Record Your Outgoing | | | | other three outlets? Bingo. It diminishes the consistency |
| Message":"When recording outgoing voicemail | | | | between mediums.EXTENSION...of your personality. |
| message, remember to sound as unfriendly, boring and | | | | Use words, phrases and vocal tones that make your |
| bland as possible. This will guarantee maximum robotic | | | | phone come alive with |
| presence in the minds of your callers."Not bloody likely.I | | | | individuality.REPRESENTATION...of your organization. |
| have a friend whose greeting says, "Hey this is | | | | Briefly mention your slogan, service or a new way you |
| Jeffery. Leave me your 16 digit American Express | | | | can help people.Results |
| Card number and I'll get back to you soon. Thanks!" | | | | When you rerecord a voicemail that is different, fun, |
| Believe it or not - at least three people a day actually | | | | engaging, friendly and consistent with you or your |
| leave their credit card numbers for him! In fact, the first | | | | business's personality, here's what will happen:YOUR |
| time I called him I gave him my card number too! | | | | CALLERS WILL... |
| Guess that explains the $2,000 bill on my | | | | Be hand up feeling glad they called youSmile, even |
| statement.The advantage to a message like this: it | | | | laugh as they leave a messageSeparate your |
| shows your true colors. And people love that. So, | | | | voicemail from the other 1000 they call every weekTell |
| unless you actually are a robot - in which case I'd love | | | | their friends about your voicemailFeel a connection |
| to meet you - don't sound like one. Sound like you. | | | | because their first interaction - even if it was with your |
| People like and want you.Engagement | | | | voicemail - made them feel comfortable and |
| If you call either of my phone lines, this is what you'll | | | | engaged.Make your voicemail an effective medium of |
| hear:"Hello, my name is Scott - and you have reached | | | | communication today!© 2005 All Rights |
| Front Porch Productions. Sorry I missed you; but leave | | | | Reserved.Scott Ginsberg is a professional speaker, |
| me a message and IF you tell me your favorite cereal, | | | | "The World's Foremost Expert on Nametags" and the |
| I promise to call you back! Thanks, and we'll talk | | | | author of HELLO my name is Scott and The Power |
| soon."Now, I'm not exactly sure what prompted me to | | | | of Approachability. He helps people MAXIMIZE their |
| record voicemail message about cereal. But to my | | | | approachability and become UNFORGETTABLE |
| surprise, my callers' responses underwent a complete | | | | communicators - one conversation at a time. |