Articles

Effective Voicemail Messages

Jana M. Kemp

“Thank you for calling. Please leave your message and telephone number so that I can return your call. Or, if you need to reach me, call my cell phone number ... ” I’ve been hearing this voicemail greeting on more people’s phones. Here are some observations, frustrations and suggestions about how you can improve your use of telephones, cell-phones and voicemail.

The frustration for a caller hearing the above voicemail greeting is this: “I called to talk to you, not to track you down by calling more numbers. And, why is it my job to find you when it is your job to be checking your office voicemail and returning calls throughout the day?”

So, if you are still wondering what’s wrong with the voicemail greeting shown above, here is the rundown. The first two sentences are just fine – they are clear and directive. The second sentence makes the terrific promise of a returned phone call. The third sentence is the trouble spot.

Why? The first trouble-spot is that good customer service typically means one-stop calling. The third sentence makes it the caller’s job to track down the person being called – this is not good customer service. And it is not a productive use of anyone’s time. The second is that while you may have been thinking that you are making yourself “more available,” you really are complicating the act of reaching you. And really, offering other numbers to call is less helpful, less respectful of other people’s time, and less productive for both of you because now two messages are in the work-to-be-handled category rather than just one message.

The exception for the third sentence being okay is if you are in a life and death profession such as the medical field where it is in fact critical for someone to be able to find you. Otherwise, change your message and start providing good one-call customer service. Voicemails capture plenty of detail so that even when people can’t talk directly to each other, information can be exchanged that does allow work to get done.

A good, respectful and productive voicemail greeting: “Thank you for calling. This is Jana. Please leave a detailed message and a telephone number so that I can return your call today.”

Action Items: Be respectful, effective and efficient. Change your voicemail greeting first thing Monday morning – or better yet, first thing every day.
Reprint Permission: The author is willing to grant reprint permissions. Please contact Jana Kemp: jana@janakemp.com or call 208-367-1701.