It’s easy to think that all on hold companies are alike… Throw some paragraphs together, have someone read it, add some music, voila, you have an on hold message. That may be the tact of many message on hold producers—hurry up, slap it together, and send it to you. During 1997, Easy On Hold’s first year in business, it became clear that the industry needed something better. On hold messages were already becoming a hated commodity.

Coming from a marketing background, Easy On Hold founders established an approach that has served our clientele well and is still embraced by our entire team. That approach is, every minute on hold really counts.

It’s not enough to grab a few sentences off your site or brochure and call it good. It’s not enough to have a “radio announcer” read your script, add some music, and call it good. It must be treated like the marketing tool is really is, with strategy and care. We work with a scriptwriter who is a former radio news director and broadcaster, so she has an “ear” for how to ferret out interesting details and capturing those details in a way that will be interesting to someone listening (very different than a written piece that is meant for the eyes). After all, it is a conversation we’re having with our callers, right?

Next, the announcers read your script with a tone that matches up with where your callers are emotionally…a script for a tire shop or a cruise line is going to be read differently than a script for a healthcare provider, which needs a caring, compassionate tone. No two companies are alike, no two scripts are alike. I’ve heard on hold scripts that are read the same way regardless of the subject matter—you wonder if they even really knew what they were reading. That just shouldn’t happen.

And finally the music. Our studio engineer, a competent musician himself, takes the music and pulls it all together, and we invest thousands of dollars in our music library so that we can offer our customers just the right piece of music that will bring that emotional final touch to the production.

After the production is created, it travels through our quality control stage, where our production coordinator listens to it for accuracy; our goal is to make sure the client never receives a production with a mistake in it.

This leads us to the second big difference-maker between on hold messaging companies: customer service. Everyone says they have great customer service, right? Here’s what that means at Easy On Hold:

• We continue to revise your production until you love it. Some companies will give you 2 revisions, for example—ours are unlimited. If you’re not 100% happy with it, you won’t be at peace and you won’t recommend us. Did you really win in that scenario? No, and neither did we if you think about it. So we keep honing it until you say it’s perfect.
• Another customer service plus is our daily tech help—we have a full time tech director able to help you if you encounter any technical trouble at all.
• And after the sale, if you bought more than one production, we’ll send you friendly email reminders of how many productions are remaining in your package so that you have the confidence that you’re receiving everything you ordered (some on hold companies hope you’ll forget so that they don’t have to honor them), whether it takes you a year or years to use it up.

Finally, a big difference between message on hold companies is the purchase model. Are you looking for a one-time fee situation, or are you looking for a monthly or annual situation? These are important factors that get missed until it’s too late and you’re stuck in a contract you didn’t expect.

These are aspects of a company you won’t pick up from their website, so if that’s all you see then yes, it can appear we’re ‘all alike.’ It’s important to get a glimpse inside of how your on hold company is wired and structured to make sure you get a quality product and care that makes you feel like you’ve made the best choice.

Below are some recent testimonials that underscore the value of being different here at Easy On Hold.

Simply amazing!  Seriously, the best service from anyone that I have ever worked with! Thank you so much, please personally thank your team from all of us here at Midwest. The staff loved it and the customers asked us questions because of it! I will undoubtedly recommend your service to anyone that I discuss this topic with. The recordings were perfect and with all this service for $950 we could not be more satisfied.  Ken, Midwest Photo Exchange

Shaw’s experience with EasyOnHold has been very positive.  Each time we have worked on detailed projects, there has been a strong commitment to meeting our requirements.  In addition, EasyOnHold has engaged Shaw to understand our business and while providing leadership and best practices for managing our marketing message. EasyOnHold provides a consistent, brand specific voice.  We have been updating messages for several years and the experience for our callers through these changes has remained constant. Pam Holder, Customer Service/Logistics Business Solutions Shaw Industries Group Inc.

Spotlight Pages has used many voice over and on hold companies from around the world. Easy on hold is the best if not the best in the world voice over and on hold music we’ve had the pleasure of working with in years. The employees are very patient, diligent and friendly. We can’t find one problem with their service, it’s an impeccable program. If you need voice over or on hold music, I highly recommend them! Our company and it’s 1600+ employees wants to thank Easy On Hold, we ALL trust you with our business.  Amber Hicks and the Spotlight Pages Team

There’s an old-school on-hold marketing approach that says, “load up that script with all the content you can dream up. Throw everything in it–including the kitchen sink!”

I cringe when I work with a client with that kind of thinking because what they don’t understand is that repetitive marketing is effective marketing. One-size-fits-all marketing falls flat. A script that tries to cover too much ground is like throwing mud at a wall and seeing what sticks; a little bit does, but the rest just slowly falls to the ground leaving behind a real mess.

On hold marketing works best when you limit your message to a single idea, and resell it over and over by writing each paragraph a bit differently.

For example:

A plastic surgery/facial rejuvenation office would like to entice prospects and customers to try something new, using a “special offer”. Old school on hold would work one paragraph about the special into a laundry list of other paragraphs (hours, the facility, the dermatologist, the new this, the new that). Of course those are all good things, but if building business is the goal, then why only mention the promotions once? It’s a bit like playing Russian roulette with your most important message.

My preference would be to write 5-6 different paragraphs about the same promotion, but in the first paragraph, briefly mention the convenient hours for booking your new procedure at that special price. The next paragraph would indeed mention the new modern facility where you’ll be getting your new procedure done–at that special price! Then talk about the dermatologist who will be providing your new procedure–at that special price, and so on.

The repetitive message doesn’t get missed with any of your callers.

“But I don’t run specials,” you say. “I do want my callers to hear a variety of ideas; I’m okay with that.”

Yes, I understand that not all companies are alike, and your goal may not be as sales-driven as the example above. But keep this in mind: Hold time really is most effective for you when you answer the question, “What do I want my callers to do with the information they’re receiving while on hold?” Without a call to action, you simply have a dull brochure that’s all about you, not the caller.

Once you’ve decided what action your callers can take to receive maximum value, don’t bury it. Get it out front and repeat, repeat.

With the Easy On Hold Anytime Plan, you have the freedom to keep your message very targeted…and if you’re using one of our internet-load players, you can have us add or remove content based on specific dates which we program into your unit. Perfect for time-sensitive promotions.

Our scriptwriters are ready to help you bring a more targeted focus to your scripts. Just let us know, and we’ll be happy to help provide ideas.

Is music on hold installation a do-it-yourself project? It might be as easy as plugging in an audio cable. Here’s what you need to know.

THIS REPORT APPLIES TO: Connecting a professional music on hold player to an MOH input on a PBX or KEY style phone system. IT DOES NOT APPLY TO: Off-site or hosted PBX systems, non-PBX or KSU-less phone systems (i.e., ordinary office phones purchased at electronics or office supply store).

AUDIO TRAVELS FROM MUSIC ON HOLD PLAYER INTO PHONE SYSTEM
First, let’s take a look at the “big picture”. Audio is played continuously from the music on hold player. The sound travels from the AUDIO OUTPUT over the audio CABLE to the MOH INPUT on your phone system.

iProMOH Music/Message On Hold Player

8 OHMS OR 600 OHMS? WHY TWO OUTPUTS? On the back of your music on hold player are two connections labeled AUDIO OUT. The 600-Ohm output is intended for telephone systems. (If your particular situation needs a louder signal, you may use the 8-Ohm output without harming your equipment.)

The 8-ohm output is appropriate for sound amplification systems, such as public address systems used by museums and amusement parks.

RCA CONNECTOR
Introduced by the Radio Corporation of America (RCA) this plug is also known as cinch/av or phono (a term meaning phonograph, but too easily confused with phone, as in telephone). All professional music on hold players sold by Easy On Hold use an RCA connection for the audio output.

3.5mm jack requires adapter to RCA type plug for use with music/message on hold devices.

REPLACING RADIO OR CD PLAYER

Radio Shack RCA 274-871 adapts male 3.5mm connection to RCA

If you are replacing an in-use audio source such as a radio or CD player with

your new professional music on hold player, remove the connection from the player and adapt the plug to RCA.
Adapters are inexpensive and easily found at electronic stores, or by calling Easy On Hold at 1-888-798-HOLD (4653). Shown: RadioShack 274-871.

NO PLUG AT ALL?

Perhaps your telephone technician connected wires for music on hold directly into your telephone system. Try connecting an RCA plug on the end for the music source.
A “punch-down block” is a device for attaching wires to phone systems. Your telephone technician may need to attach the on hold playback device there. A telephone technician using the proper tools will be required if changes to the punch-down block or any other part of your phone system are needed. Do not tamper with your phone system’s punch-down block.

Get the full report: Connecting_Music_On_Hold_Message_Player_Equipment-Easy_On_Hold_Whitepaper.pdf

For small offices using ordinary phone lines, Panasonic makes a few business-friendly phone models of note. Setting up these phones can be tricky when you’re dealing with multiple lines and handsets, voice mail, auto attendant, etc.  This post will point out some features that you’ll find, and point you toward support options.

Panasonic KX-TG9391T Phone - Can be used with music on hold adapter.

Attention! Do not use the built-in message on hold offered with some phone models. We’ve heard several complaints about the poor quality and lack of memory. Use only licensed music through a music on hold dealer, such as Easy On Hold.

The Panasonic KXTG9391T overcomes many of the drawbacks that have been associated with wireless telephones. It is a 2-Line phone with a wired base and wireless handsets. In addition, it can be paired with a music on hold adapter that allows phone hold music activation by pressing the hold button.

Features:

• KXTG9392T comes with 2 wireless handsets
• KXTG9391T comes with 1 wireless handset
• Accepts 2 incoming lines
• One year manufacturer’s warranty
• Includes one corded base and one cordless handset with its own charger cradle
• Expandable: add up to a total of 6 wireless extensions
• 30% battery life increase over 5.8ghz models, such as the KXTG4500B
• 40-minute digital answering system
• Night mode ringer
• Program each handset to ring when you want
• Both the base and speakerphone function as hands-free speakerphones
• 3-Line Backlit LCD Display
• Backlit Keypad
• 3-Way Conferencing
• Number Caller ID Memory
• Message Waiting Indicator
• Adjustable Ringer / Volume Control
• Handset to Base / Handset Intercom
• Call Transfer
• Handset Locator / Paging
• Date / Time Display
• Clock & Alarm
• Hold button – only activates hold music when paired with Skutch Electronics CK1P-6 Adapter

If you need 4 Lines, the Panasonic KX TG4500B makes strides toward PBX-style features in an ordinary phone system. (Video) There can be a time-consuming set up for

Panasonic KX TD824 is a hybrid system. It mimics features found in PBX phone systems at a lower cost.

any of these smarter, programmable phone systems.

The alternative is to move up to a Hybrid phone system, such as the KX TD 824. (Brochure) The Hybrid system does not require a music on hold adapter. Most of the benefits of a PBX style phone system can be achieved with a hybrid system, usually at $600 to $1500 (depending on number of lines, extensions, used or new, etc.).

Getting Help

While Panasonic does have a complete support site with live chat and documents, multi-line phone support is only achieved via telephone. Panasonic Multi Line Telephone Unit support: 9am to 9pm weekdays: 800-211-7262.

Using a good-quality office phone is important, when you consider that a majority of business dealings involve phone calls. AT&T reports that only 3 out of every 10 calls get through without on-hold time, so having a plan for what callers on hold will hear while waiting is essential. Most small office phones, including the Panasonic KXTG9391T, KXTG9392T, and KXTG4500B do not have the capability to play music or messages on hold. With Easy On Hold working with you, however, a professional on hold music and message can be added using an adapter made for your specific phone device.

Attention Dental and Orthodontic offices! Here are some branding tips.

First of all, why brand your practice? Dr. Roger P. Levin, D.D.S. says:

Branding brings new patients to your door by clearly positioning your practice as a specific type of service provider. If branding efforts are successful, your practice will see many more new patients, allowing you and the dental team to educate and motivate them to become long-term patients.

Dr. Levin mentions the importance of having a consistent message. Branding is not a single event. It takes repetition and consistency. Don’t be a moving target. Become a bit predictable with your message, to make sure it sinks in. Some areas to consider, according to Dr. Levin: staff scripting, business cards, brochures, website, social media, direct mail, posters, signage, and on-hold messages. The key factors in branding: patience and a consistent message.

When a patient calls, you have two touch-points to consider: The way the phone is answered and what the caller hears while on hold. A potential third touch-point is the possibility that the phone is answered by an auto attendant (either because staff is busy or the caller has reached you after hours).

Our client, Dr. Stella uses on hold time to promote his “fun” theme to appeal to families with children…

Say goodbye to “ouch!” At Dr. Stella’s Funtastic Dental and Orthodontics we do EVERYTHING possible to make sure you don’t feel a thing. From the almost 100% pain-free injections with computer assisted numbing to our special micro drill that allows you to have your small & medium-sized cavities fixed comfortably, and most often without need for anesthetics!-No Shots!!! If your kids don’t beg to come back, it’s FREE! Visit our website at www.FuntasticDental.com for more details.

Oshtemo Family Dentistry is a practice that does a great job of promoting their website. The goal is to brand the practice as an “educating” practice. When callers are placed on hold, they hear…

Our dentists are experts when it comes to your teeth. But it also helps for you to know how to properly care for them. Be sure to visit our website, Oshtemo family dentistry dot com, and click on the “Patient Education” link for information on a wide variety of topics pertaining to oral health. That’s o-s-h-t-e-m-o family dentistry dot com. Thank you again for calling.

If this were your practice, how else might you “educate”? Informational emails? Articles and fliers in-office? Posters? Quizzes and prizes on Facebook?

Finally, remember to consider the entire patient experience as a branding opportunity. What does the customer hear, see and smell when he or she enters your practice? Dr. Susan Shiffman, a professor of psychology at Duke University Medical School in North Carolina, has been using chocolate and apricot aromas to help reduce anxiety in her patients.

“We wanted to set a new standard with our dental care facility… And the music is great!” – Charles M. Trauring, D.M.D. President And CEO, Duke University Medical School.

The background music and scent is offered through dmx. Talk to your Easy On Hold representative for information about commercial-free overhead music in your practice and the new scent technology.

A caller to Easy On Hold asked for some tips on plugging in his iPod to play music on hold on his phone system. It can be done, but that’s not to say it is a good idea.Portable mp3 players are great for personal listening, but these music machines are not built for 24/7 music on hold playback. Here are a few reasons why we recommend against using your iPod for on hold music playback.

Continuous use of your iPod may void the warranty.
Since the warranty explicitly states that the product is not made to be used continuously (“uninterrupted”), any damage from such use is not warranted.The following is directly from the Apple Warranty on iPod products:

Apple does not warrant that the operation of the product will be uninterrupted or error-free. Apple is not responsible for damage arising from failure to follow instructions relating to the product’s use. This warranty does not apply: (a) to damage caused by use with non-Apple products; (b) to damage caused by accident, abuse, misuse, flood, fire, earthquake or other external causes; (c) to damage caused by operating the product outside the permitted or intended uses described by Apple; workmanship; or (g) if any Apple serial number has been removed or defaced.

Low-level output may be inadequate.
Because the iPod is built to conserve battery power, the audio output is configured for use with high-efficiency headphones. This low-power output is not made to match the impedance of a telephone system.

The iPod will need to be reset if it loses power.
An iPod will not restart in the case of power loss; someone will need to remember to restart the iPod.

An iPod makes a tempting target.
The popularity and universal usability of the iPod makes it a frequent target for theft. Due to the small size, someone could easily walk off with it.

Lithium batteries are not meant for 24/7 charge cycles.
The battery life of an iPod varies by model and allows for a limited number of battery charges (“cycles”) before the battery needs to be replaced by an Apple store or representative. A USB Power Adapter can be purchased from Apple for an additional charge, however this type of audio player is not intended for use in a 24 hour, 7 day rotation.

From the Apple Support Website
Charging your iPod, iPod Nano or iPod shuffle while in certain carrying cases may generate excess heat, which can affect battery capacity. If you notice your iPod gets hot when you charge it, take it out of its case first.

From The Seattle Times
March, 2008 — Japan is investigating a possible defect in Apple’s iPod after one of the popular digital-music players reportedly shot out sparks while recharging, a government official said Wednesday. An official at the trade and economy ministry, which oversees product problems, said a defect is suspected in the lithium-ion battery in the iPod Nano. See article.

From Fortune Magazine
March 2008—After researching Japan’s investigation of an iPod Nano that caught fire, Fortune Magazine found the following entry on an apple comment board: “Is there something wrong with the battery they put on the first gen iPod Nano? Mine just got blown to pieces. I was just charging it on my Laptop then it suddenly sparks and it caught fire. Even the clicking wheel got melted and the back of the iPod split open.”  See article.

From WSBT-TV
Lock, stock and two smoking iPods! Atlanta man burning mad! “I’m still kind of freaked out that after only a year and a half my iPod caught fire in my pocket,” said Williams. The iPod uses a lithium ion battery — the same type of battery under recall for setting laptops on fire. See report.

From PC World
It’s now against federal regulations for passengers on U.S. flights to pack spare lithium batteries. The new regulations are intended to reduce the risk of aircraft fires.