 Million Dollar
Voice Mail
Have
you ever heard a voice mail recording so good that you
called back twice, just to hear the message? I have.
The Million Dollar Round Table (MDRT) is an international
association of top agents in the insurance industry.
I called their main office in Chicago after normal business
hours. Often that leads a caller to voice mail and many
minutes of frustration. Not at the MDRT!
The quality of their voice mail system is so user-friendly,
I called back twice just to hear it again.
The welcome message features a friendly voice with terrific
tone and clear articulation. The elegance of technical
design is obvious as a logical sequence of menus and
options is presented. And a dynamite introductory sentence
starts the whole thing rolling:
‘This is the Million Dollar Round Table. Our lobby
is now closed. Regular lobby hours are 8:30 am –
5:00 pm, Central Standard Time. Our 24-hour fax number
is 847-518-0696. You now have two options. Option one
is…’
What a great idea! Call a voice mail halfway around
the world, and find yourself being cared for at ‘the
Lobby’! A terrific perception point. A magnificent
moment of truth.
Key
Learning Point
Customers interact
with your organization at many different points and places.
Each is an opportunity to impress, surprise and delight.
No detail should be too small to receive your full and
creative attention.
Action Steps
Find a small area
where customers interact with your business. Polish it,
fine-tune it, improve it until it shines. (One gas station
did this by putting fresh flowers in the restroom every
day. What will you do?)
Next Article in Customer Service Perception Points >>
Give Yourself an Auditory Audit
First Article in Customer Service Recovery >>
What to do When Your Customer is About to Explode
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Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
He is author of the bestselling series "UP Your Service!" and founder of
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