A personal greeting, a meaningful message, and a commitment to prompt personal follow-up are all it takes to turn voice mail from a personality-free automated and sometimes annoying fact of life to a pleasant and efficient means to present yourself and your message when you’re other-wise unavailable. Follow these tips:
Record a greeting that accurately reflects the image of your business, update it regularly, and check for messages faithfully.
Make sure that your greeting includes your company name (or your own name if it is a desk line), gives an indication of when the call will be returned, and invites the caller to leave a message.
Encourage detailed messages. “Please leave a message of up to three minutes, and we will get back to you by day’s end.” If you encourage a lengthy message, the caller is more likely to convey complete information, reducing the need for telephone tag after the call.
If at all possible, include the option of pressing zero to speak with a real, live person.
If you can’t fully respond to the caller’s request within the specified time period, call with a polite explanation and tell when you will have a response.
Voice mailboxes have limited storage capacity. Delete messages regularly to ensure that new messages can be stored.
Regularly call your own voice mail to see that it’s working and that the message is current.
The minute that your voice mail starts to sound like that of a big, faceless corporation, move quickly to put your small business personality
back into it. Customers choose small businesses in large part for their personal touch. Don’t let voice mail or other systems encroach on that small-business advantage. – by Barbara F. Schenk