Voicemail Delivers More Than A Message

The receptionist role has changed in today’s fast-moving technological workplace. Some businessmen and women still use the human touch to handle their phone calls, but assistants play a different role from yesterday’s receptionist or switchboard operator. More often than not, it’s a pre-recorded voicemail box that is answering on the other end.

When calls can’t be answered in person, the weight of the company’s reputation is forced upon the answering system. The message to and from the caller can leave a lasting impression.

Taking the time to set up an effective greeting and also leaving detailed messages when calling others can help a company grow. Unfortunately, the reverse also is true.

“Poor voicemail skills can result in lost sales, missed deadlines, frustration and poor productivity,” says Pamela Jett Aal, president, of Jett Communication, in Phoenix.

Voicemail setup
When setting up a personal greeting, it’s important to supply all the necessary information, including your name and whether you’re in the office or away for a period of time, but you also need to make sure the message is kept short.

“Most people already know what’s coming the moment they realize they have reached a voicemail box,” says Jett Aal. “Respect the time of your callers.”

“Be brief. Informative, but brief,” adds Lisa Grotts, president, AML Group, San Francisco. “People get impatient listening to long messages.”

If the greeting is long, however, give the caller the option of skipping it and leaving the message right away. People who frequently call already know they must leave a message. Let them state their business quickly.

Before recording the greeting, practice the script aloud. This allows you to hear your own voice and tone, says Grotts. If you have trouble remembering what to say, write the script down. The message should sound friendly, not mechanical.

“I listen for [friendliness]” says Ed Moschler, vice president, Southern Building Maintenance Co., Greensboro, N.C. “Do they sound robotic and not want to talk to me, or are they friendly?”

For security reasons, don’t give out a lot of personal information in their greeting, says Grotts. For example, don’t say you are on vacation for a lengthy period of time. This could entice a break-in at your home.

Also, be professional. Don’t leave amusing or musical greetings, says Grotts.

It is best to update the greeting frequently. Changing the message daily and explaining phone access for each individual day will help callers know when they’ll be able to reach you.

All calls should be responded to within 24 hours so they don’t get lost, says Grotts. If you state in your greeting that you are away, but you’ll still be checking messages, make sure you return those calls.

“Give the caller the message that you care,” says Grotts.

When returning a message, let the caller know who you are and state that you are returning their call, says Jett Aal. If the caller did not say why they were calling, start the conversation with an open-ended “what may I do for you” question, she adds.

Leaving messages
Like greetings, messages to others should be short, yet informative and personable.

“It works both ways. Leave a friendly greeting and give a friendly one,” says Moschler. “Be approachable both coming and going.”

Chances are the person you are calling is listening to a number of messages in one sitting, adds Jett Aal. A brief message respects the listener’s time.

In the message, leave the important information, your name, title if necessary and how you can be reached. When leaving the message, it’s important to speak slowly, clearly and loudly. The caller should be alert and friendly, says Grotts.

“I normally try to be upbeat so they don’t mind calling me back,” adds Moschler. “It breaks the ice if [the caller] sounds friendly.”

Since the listener most likely needs to write your phone number down, leave it twice in the message to avoid repeat playbacks, says Jett Aal.

“Speak slowly enough for them to write and then repeat your number so they can double check,” she adds.

If you need to let someone know information, but don’t need to speak with them directly, leave them a voicemail when it is unlikely you will disturb them, such as early in the morning, lunchtime or late at night, says Grotts. Then, the person can get the needed information when it is a suitable time for them.

Phone etiquette
Just as with taking or leaving messages, bad manners when talking on the phone can make or break a business.

“It’s important to remember that every ring means business,” says Grotts. “Every time you speak on the phone, you’re representing your company.”

To properly answer a business call, pick it up on the second ring, if possible. Don’t let it ring more than five times, says Grotts.

When answering the phone, greet the caller professionally by providing a pleasant greeting, along with your name and company or department name, says Jett Aal.

After the conversation, even if it was unpleasant, leave a positive final impression on the person, says Grotts. End the call on a personal note by saying “Nice speaking to you” or “I appreciate the call.”

If the call did go poorly, don’t sigh at the end or sound negative.

“A good ending will go a long way,” says Grotts. “Satisfy the caller.”

Before hanging up the phone, wait for the person on the other end to place the receiver down first to avoid an upsetting slam or pang in the caller’s ear. If you do place it down first, do it gently, says Grotts.

Proper etiquette in all aspects of the business can give a company an edge over its competitor. Using good manners in person is already an accepted social norm, but enforcing them upon your technological devices is equally important. There is no difference between today’s rude voicemail box and yesterday’s rude receptionist.