Know-How Exchange : Other

I'm curious about the transition from the message to the live operator. What's their tone? I'd want to make sure that the transition is seamless - if the operators are humorous, then your approach is good. If they are bland, then the difference will be too dramatic. Think the branding experience - who's calling, what are their needs/expectations, etc.

Kelly,

I am a huge fan of surprising things. I was not expecting a funny on-hold message from a moving company so thoroughly enjoyed it.

I like working with vendors that match my personality so would consider your company for my moving needs. I do love Southwest for their humor. So to add to BARQ's comment about professionalism – everyone is looking for a professional mover, it's true. You don't have to be a stodgy professional, but make sure your professionalism comes through. A phone operator can be funny AND professional, of course.

My main question is along the line of Jay's – does the rest of your company reflect this playful attitude? Jay mentioned the operators, which is HUGE. I was thinking more along the lines of your website. The message will only work if backed up with the experience a customer has with the entire company.

The only part of your on-hold message that I didn't like was the “Your call is somewhat important to us” and “Someone will answer your call soon, we hope.” I really do appreciate the humor but think something more sincere would work to offset the cheekiness of the rest of the message.

Lastly, on a musical note: BARQ is correct about paying royalties for the songs you use, but I have to disagree about the rap. I thought it was funny and informative!

Best of luck,
KMH