Voicemail Tips

By Nancy Friedman

• Expect to encounter voicemail.  Be prepared.  Only 30 percent of all calls are connected to those you need to talk with, on the first try.

• Don’t “wing” a message you’re going to leave.  Be prepared.  Have an objective.  Know what you’re going to say.  Messages without thought will sound amateurish. 

• Return all calls or have them returned on your behalf.  There’s little value to having voicemail unless a message is returned.  If your greeting says you will return all calls, then do it or remove the part that says you will. 

• Avoid leaving bad news messages on voicemail.  Example: “Hi Nancy.  This is the veterinarian’s office calling.  Remember you dropped off Trixie this morning?  Well....” (You get the picture.)

• Ask for a call back time when leaving messages.  A simple "I need to hear from you by such and such a time" can help.  This is not a fool proof technique, but it does help.  It gives direction to the listener. 

• Smile, smile, smile.  And then, smile some more. 

Nancy Friedman is president of Telephone Doctor, an international customer service training company, based in St. Louis, MO.   Nancy is the author of four best selling books.  For more information, call 314-291-1012 or go to www.telephonedoctor.com.