Debbie Mayo-Smith: How to stop hang-ups and get more messages

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I was chatting to Matthew Mewse (the telephone man ) the other day. We were talking about hang-ups, and the high numbers we get on our answerphones and how tricky it is to get callers to leave messages.

Matthew gave me some pointers that I thought to share with you. He said "before I give you a proven message technique, let me explain how callers feel when they hear an answer phone message recorded on a business line that may go something like this:
"You've reached the answer phone of Spanners Limited."

Does a caller really want to hear they've reached an answer phone? No. At least 40-percent of hang-ups occur right there. They go on:

"Sorry, but we're busy at the moment," or "All our operators are busy," or "Sorry we can't take your call right now."

Callers and prospects are busy, too, and they don't care if you are or not. Plus, once they hear you can't take their call another 40-percent hang up! The fact you're sorry about it means little to them except you're apologising so it must be your fault you're not answering. So far the message has all been about your problems but nothing the caller wants to hear.

It may go on:
"Please leave a detailed message along with your name and phone number after the tone and we'll call you back as soon as we can."

If, and it is a big if, the caller is still there, many won't leave a message anyway. It's 2014 and most people in business don't need to be told what message to leave or to do so after the tone. Is it any wonder that hang-ups occur?

Here's a message that works well that you could adapt. While nothing is guaranteed 100-percent of the time, try this and measure the number of messages left for you and your company over a month.

"Hello ... this is the phone for Matthew Mewse, the Telephone Man."
First up, this is the phone for Matthew; you're in the right place! You called the right number!

"I'm really glad you called me today..."
It's personal; glad is an emotion, a feeling. People have feelings, answer phones don't! I'm glad you rang me and that you did today. How many answer phone messages say that?

"Please leave me a quick message and I'll get right back to you."
Notice there's no mention of "I'm too busy for you" or "Sorry" or "After the beep".

Before they know it, the caller is into record mode and has the opportunity to speak and leave a message. What kind? A quick one because that's what we asked for. Also, the person they were trying to speak to is communicating in the first person not as if they are a machine. Plus we're making a commitment to call back.

There's not one negative word or long, drawn-out sentence in this message so the caller gets to the tone very quickly. Many answer phone dodgers now find they are speaking down the line, saying who they are, where they're from and the reason for their call.
Simple and it works!

Written by Debbie Mayo-Smith, One of New Zealand's most in-demand speakers, trainers and bestselling authors. Debbie works with companies that want more effective staff. For more tips and business ideas sign up for her free monthly newsletter.