Messages on Hold, (or MOH) is a subject close to my heart. After all, we’ve been producing Messages on Hold for 23 years, this month. http://www.soundstrategies.net/messages-on-hold/ A 23-year history of writing, producing, and “selling” people on the benefits of Messages on Hold programs — that makes us the oldest continuously operating company producing MOH in the country.

Let’s start with the basics: Messages on Hold refers to a company’s messages that a caller will hear when he/she is placed on hold, with that business. Of course, you knew that, but I just want to ensure that we are all on the same page, before I go any further.

My objective here isn’t to sell you on our company, but to let off a little steam…“rant”, if you will, because, after all, isn’t that one of the purposes (and benefits) of blogging?

Pet Peeve #1: Companies that don’t change/update their messages.

One function of MOH is to let people know they’re still connected, while on hold. Today’s phone systems are high-tech, and unlike older analog systems that used to produce annoying, yet reassuring clicks. Often when you are on hold with these new systems, you don’t know if you’re still connected or have been cut-off. Hey, in my experience, it could go either way. Over the years, I’ve wasted time “on-hold” before realizing that I was NOT on-hold, just simply sitting there holding the phone to my ear.

So, smart companies have been using something to let their callers know they are still in the system, and appreciated. It could be music, messages of some kind. Or occasional reminders that “all calls are answered in the order they are received” (as if some diabolical receptionist were playing favorites, or picking calls randomly).

If your company has MOH, but doesn’t/can’t change the messages, after some time it amounts to nothing but noise. When you have an incoming call, and have to put your caller on hold, you need to protect that precious commodity. The customer who has done business with you, or wants to do business with you should be your first and foremost priority. Remember the old marketing statistic: 80% of your business comes from 20% of you customers. Here is your chance to tell your callers about a new product, a new service, a new sale, or just let them know how some aspect of your business has changed, for the better. All of this will indirectly assure your callers that they, as well as their experience on the phone, are important to you.

Making regular changes to your MOH is a must. I feel so strongly about this, that I discourage our sales people from accommodating “one-time only” customers. I believe a “one-time-only” MOH customer is doing his/her company a great disservice.

Pet Peeve #2: Customers who write their own messages. I think I’ll save this one for next time.

More to Come…