Getting an earful while “on hold” for customer service?

0 Comments

Is it my imagination or has the on-hold music/recording volume gone up about 3,000 decibels?

When I call most Customer Service departments these days, I have to take the phone away from my ear when I am placed on hold. The music/recording is usually blaring so loud that the words are barely discernable. Even when I place the music/recording on speakerphone and turn down my phone volume all the way, it is still hardly tolerable.

I know the increased volume of television commercials may be considered an attention-getting strategy, but what does the high-volume on-hold music/recording mean in this case?

At least the folks at Magic Hat Brewing Company are seriously concerned about what their customers hear while on hold (and they figured out a way to have some fun at the same time!). Check out their “Solid Gold On-Hold” contest:

The 2007 On-Hold Solid Gold contest seeks something intriguing to play when people call our brewery and are placed in the telecommunicational purgatory we call “hold.” A recording of some sort with which we might entertain our captive audience. A soundtrack of aural impulses and/or unusual utterances to amuse a waiting public.

It could be anything! Music! Sound Effects! Poetry! Performance! All of the above! Let there be no preconceived notions except one: set your wildest aural exclamation to digital media and send it in. If it’s the one, you’ll win a $1000 Shopping Spree at Small Dog Electronics, our favorite online store for computers, mp3 players and electronic gadgetry. And you’ll receive the esteemed honor of having your recording heard by every soul who dials our phone number and waits for their party to pick up.

NOTE: Polls are still open until 4/20/07 to vote for your favorite submissions. 

The underrated pregnant pause

1 Comment

For some reason, this timing-breathing-thinking communication device is habitually lost in the noise of everyday life – in today’s world where every second of every minute seems to be crammed with sound.  <PAUSE>  I am as guilty as the next when it comes to “streaming” words. Sometimes it’s enthusiasm…sometimes time crunch….The reasons why may vary but the result is usually the same: Losing the Audience.  <PAUSE>

The pregnant pause can be effective in almost any situation – whether it’s a speech, dialogue, or presentation or even if you’re chatting with friends and family. For me, it provides the opportunity to think before I speak. And it gives folks the opportunity to process. <PAUSE> And vice versa. <PAUSE>

Nettie Hartsock makes a great point here where she talks about the value of the pause as a tool for interviewing:

“The integral thing I learned was how very important it is to take a ‘pregnant pause’ during interviews. Letting there be a silent moment, the kind that’s awkward or seems to go on forever, but lets your interviewee think for a moment, and more importantly reminds you to be quiet for a moment.“

And right now I can’t help but think of Alanis Morrisette‘s gargantuan, attention-grabbing, literal pause in her song: All I Really Want.

 

“Why are you so petrified of silence
Here can you handle this?

<BIG PAUSE, BIG SILENCE>

Did you think about your bills, your ex, your deadlines
Or when you think you’re gonna die“

Regardless of how you’re going to use it, the pregnant pause is always a great excuse to take that all-important brain stimulating, pulse slowing, and thought-provoking deep breath. <PAUSE>

My bad (even selling a house is a rotten excuse)

0 Comments

I have a lot of nerve launching a blog and going offline for a couple of weeks (and then some) right out of the gate. My apologies. We just sold our house and did a ton a prep work to make sure it was “show ready.” I guess it worked because we received good offers (out West there are still some places where the market is decent – we are grateful and fortunate).

But all throughout the process of showing the house, I noted the different communication styles of each real estate agent who had an interested client.

After a week of hubbub (game playing, posturing, wondering, assuming – yes, assuming, information trickling, faxing, emailing, masquerading, etc), I said to one of the “serious” agents with a ready-to-buy client: “Can we please just have a conversation?”

He appeared startled. And I smiled because I knew this screening question would become my mantra at future showings – that it’d be a huge timesaver for both me and my prospective buyers.

With or without the new mantra, I don’t think it was a coincidence that the winning offer came from the most coherent real estate agent of the bunch. She was credible, professional and clear. She didn’t leave any information to chance. Best of all, she was up front and didn’t play any games. The comfort level went way up and we had happy campers all the way around.

If you are starting this most popular real estate season of the year as a buyer or seller, consider the mantra – it could save you some precious time and money. And check out this candid post from Silicon Valley Blogger: Why I’d Hire This Real Estate Agent [Wanted: My Ideal Real Estate Professional].

Say what you mean

0 Comments

Distorted communication is about as effective as a dirty “dial-up” phone line.

 

Information exchange slows. Response time is delayed. Messages are open to interpretation and filled in by the receiver because only bits and pieces come through at a time.

 

If you are having a dialogue with your customers, employees, parents, children, prospects, friends or board members – don’t let them guess, assume, or fill in the blanks. Most of all, give them a clear path to respond quickly, easily, and honestly – without apprehension.

 

Don’t hint. Say what you mean.

 

Recommended reading from Communication World:
What does that mean? Pairing this powerful little question with five simple rules can help you elicit clear and effective communication