How To Leave the Right Voice Mail: Replacing the Obvious

You can find the first part of this series in the following post, How To Leave the Right Voice Mail '“ Don't State the Obvious!

Part II of III Excerpts from the book 'How to Nail Voice Mail'?

By Shawna Schuh

Since we now know that we don't want to state the obvious which wastes time, makes everyone feel dumb or dumber and adds nothing positive to the experience of voice mail what do we do?

Ask the question again. 'How do I want the caller to feel?'?

• I want the caller to feel good.
• I want to know that they important to me.
• I want the caller to know that I am the right person to talk to about their needs.

Then replace the obvious statements with one of these:

• 'I'm so glad you called!'?
• 'Your call is important to me.'?
• 'If you need help with XYZ, you've reached the right place.'?
• 'It's my pleasure to help you.'?
• 'You've reached the office of...'?
• 'I would love to return your call...'?

Think about these statements. They're all pretty simple, very natural sounding, and they're all focused on the caller.

Let them know who they have reached. 'Hi, this is Shawna Schuh'?.
Tell them what to do. i.e. 'Tell me when it's the best time to return your call.'?

If you coach your caller with the appropriate actions to take, they are more likely to leave you a positive message so you can respond in a helpful manner.

Voice mail messages should have the following components:

• Sincerity
• Warmth
• Gratitude for the call
• A promise of the action you will take (only if you will keep them)

By JoAnne Williams
Founder, President and CEO