When a new customer calls you for the first time, what happens next sets the tone for how they perceive your business. In an ideal world, they will reach out to you during business hours, and you will be free to answer the phone and help them personally. But relying on voicemail is a gift if you are up to your elbows in suds or clipping a cat that would rather not be there. It also helps those customers that have insomnia and decide to call about grooming at 3:00 AM. Have you updated your voicemail lately? If not, give it a listen and see if it represents your business in a positive light.
A suitable greeting is short, professional, and invites customers to engage with you. You can set the tone for people's expectations by letting your personality shine or keep it simple and basic.
Effective voicemail will answer many of your customer's questions and be regularly refreshed. Callers need to know the following basic information:
- A greeting.
- Who they have reached. State your business name in case they misdialed or forgot who they called.
- The days and hours you are open.
- When can they expect a response from you (and commit to returning calls as promised.)
- You can explain why you cannot answer the phone if you like. Something like, "If you reached this message, it is after business hours, or we are busy helping a customer."
- Are there any alternate ways of contacting you that you might prefer? For example, many groomers like text messages or emails more than the phone so that there is a written transcript of conversations. If this is the case, state the information they need to contact you that way.
Beyond this, you can add specific information that might weed out some potential customers and save you time returning calls. For example, we are not currently accepting new customers, and our voicemail clearly states this. Adding this information has saved us from making hours of return phone calls. In addition, you might add information about weight limits, or if your schedule is quite busy, let callers know that you don't have any available appointments immediately.
You can also employ your voicemail to let people know if you are closed for some well-deserved days off or extend holiday greetings where appropriate.
Recording a voicemail that helps inform and engage your customers takes a little bit of effort but offers lasting benefits.
By Daryl Conner, MPS, MCG
Daryl Conner has been devoted to making dogs and cats more comfortable and beautiful for almost 40 years. You can find her happily working at FairWinds Grooming Studio with her daughter and infant granddaughter, or typing away at her latest grooming-related article. Daryl was awarded both a Cardinal Crystal Award and Barkleigh Honors Award for journalism. She shares her meadow-hugged antique Maine farmhouse with her practically perfect husband and too many animals.
