We all know that the best thing for your business is to get every caller to a live person on their first try. But the reality is that we cannot always pick up every live call. However, the calls that do go to voicemail need to be treated just as importantly as those we answer directly.
The key is to make your callers feel important even when they are leaving a voicemail message. Your recorded instructions should make them feel this way. It’s a pretty big turn-off for a caller to simply hear “Leave a message at the beep.” Instead, record instructions that guide them through leaving the important information you need that will also make them feel valued.
Try something like this… “I’m sorry I’m not available to speak with you right now. Please leave your name, phone number, and the best time to call you back so we can connect. If there’s anything you need me to look into before I return your call, leave me the details so I can be prepared to discuss them with you.”
Even if you’re on vacation and a team member is handling your calls, you can reassure the caller that they are still in good hands. “Hi, you’ve reached Bob’s voicemail. I am away for a few days, but my assistant Doug will be picking up my messages and returning calls in my absence. I brought him up to speed in all open orders before I left, so he’ll be able to help you. Please leave your name, number and the best time for him to return your call. Thanks, and I’ll be in touch personally when I return.”
Remember that the caller is listening to this recording before leaving their message. Anything that sounds more personalized to fit the reason they would be calling you will make them feel like a welcomed and valued caller.