Message Flags Right

Has anyone had problems with the yahoo mail site?

For the past week or so, there is a new scroll bar at the bottom of my screen (used to scroll the page left to right) and scrolling from top to bottom is very slow. Clicking the boxes next to specific emails or flagging messages takes a couple of seconds to register. The site seems slow altogether. Is it me, or is it the site itself? If it is my computer, what can I do to adjust the page?

try going to view at the top left and changing the text size to small..and see what happens. you might also try cleaning out the cashe, or regular service.

I’m wondering if there is a problem, I haven’t had a email in 8 hours, very unsual.

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How A Canned “On Hold” Message Can Back-Fire

Do you ever get the sense much of your job involves protecting your customers from their own decisions?  This falls under that category.

Perception is an interesting beast. One person can perceive an event as one thing while someone else perceives it a completely different way.

Take the “silence-on-hold” experience as an example. This is when you call into a business and either immediately or soon after are placed on hold. To the business owner this is accepted as “how a corporate phone system works.” Meanwhile, the caller perceives the silence as “Oh dang, have I been disconnected?” Even worse, they could interpret it as “these people must not want my business!”

For the most part, business owners recognize that this on hold silence creates a sub-optimal experience for the caller. As a way to fix (as opposed to solve) the problem, someone within that company calls an on hold messaging company to get a generic on hold recording. When we say “recording,” what we really mean is “something that fills the dead on hold space that I won’t ever change and don’t have to think about”.

Unfortunately, you’ve only put a bandage on a continuously bleeding wound. While good intentioned, this effort to alleviate the silence On Hold is about to get worse. Remember, customer are forming an opinion about you and your company during those few minutes waiting on hold. Replacing dead silence with a canned message could be worse than just silence!

When you’re in front of a customer, do you blabber non stop in order to fill every hole of silence?  At the very least, we hope you’re saying something that makes them feel good about giving you their time.

Another disadvantage of using a canned recording is you’re implying the recording will sit in your system, never to be updated, enhanced or changed until the end of time.

At this point, you might be realizing that your customers’ on hold experience is like that of any other marketing opportunity. You’d be right. A well executed marketing campaign includes regular updates that make the experience more informative, more timely, and more accurate.

A canned recording does just the opposite of this and could earn you a reaction that’s worse that silence on hold. This back-fire could result in more hang-ups as the customer raised the white flag over a poorly composed program, bad music choices, bad timing, and irrelevant content.

If you want to take advantage of this critical interaction and let it help grow your business, consider your customers’ experience. Find a professional to help you with your on hold campaign.

About the Author

Dan Bryant is the Vice President of Business Development for On Hold Marketing – <a target=”_new” href=”http://onholdmarketing.com”>On Hold Advertising and Messages</a>. He’s been helping businesses and practices improve their bottom lines for over twenty-six years with the last fifteen spent in audio marketing.