Get The Message

Creating friendly first impressions in the digitalage

Who answers your business phone when you're not in theoffice? Like mostone-man shows, if you use an answering machine orvoice-messaging system, beaware that the greeting your callers hearsays more about you than just "leavea message."

Here are some tips for effective voice-mail greetings:

· Write a script. Don't try to record a messageoff the top of yourhead. Write a script that covers all the pointsyou want to make in a conciseformat. Practice it so you can recordwithout any awkward pauses or stumbles.

· Be friendly, but avoid being cute. Speak in awarm, friendlyvoice that lets your personality show through, butdon't try to be cute orfunny--it's not professional, and itcould easily backfire.

· Change your message frequently. People withflexible schedulesshould change their announcement daily so theinformation is always current andaccurate.

· Let callers know when you'll be available. Ifyou won't be ableto return calls for several hours or evenuntil the following day, say so inyour announcement so customersaren't left wondering when they'll hear fromyou.

· Tell callers how to skip the message. If yoursystem has afeature that allows callers to bypass the greeting bypressing the star (*) orpound (#) key, include that information inyour announcement.

· Include your fax number. Some callers may justwant to send you afax. If your greeting tells them how to do it,you won't need to call themback.

· Provide alternate contact information. If youcarry a pager or acell phone and don't mind taking calls whileyou're out of the office, includethat number in your greeting.An alternative is a system that automaticallypages you when someoneleaves a message, so you can quickly decide how soon toreturn thecall.

· Include seasonal messages. Between Thanksgivingand the end ofthe year, start your greeting with "Happyholidays." For greetings thatindicate you're closed forlong weekends such as Memorial Day or Labor Day, endyour messagewith a wish for a safe and happy holiday.