Welcome to our newest client… Allied Midwest!

~ This was posted on - January 24, 2011

Equipment:

Allied Midwest has a typical PBX with an on-hold port, and since the phone closet had an internet feed, Hold Time chose a remote controlled player that updates via internet server. The on-hold player queries the remote server every two hours, so we can assure Allied Midwest that when a new production is ready to post, it’ll be uploaded within two hours. For more information on how this player works, read HERE.

Marketing Challenge:

With over fifty years of serving primarily agricultural construction projects in the South Dakota, Allied has many repeat customers from builders in small farming communities, their problems is not establishing themselves in the construction market. People already know who they are.

What their callers don’t know are all the products and services that Allied offers. The new sales manager has started a email newsletter with current specials and manufacturer discounts, and wants to market that same information to callers through Hold Time.

Allied’s largest competitor in the area has a “cookie cutter” approach to their service, so construction material is not always delivered efficiently, and sometimes arrives later than the customer would prefer. Allied is smaller, more flexible, and can outperform their competitors on service, speed, and knowledge… they want their callers to know that through music on hold from Hold Time Studios!

Our favorite paragraph:

DRYWALL/WETWALL, PART 1 – NEW

HAVE YOU EVERY WONDERED WHY IS IT CALLED “DRY WALL”? … LIKE, AS OPPOSED TO “WET WALL”? WHEN GYPSUM BOARD SHEETS FIRST BECAME POPULAR IN THE 1950’S, THEY BECOME KNOWN AS DRYWALL BECAUSE THE ALTERNATIVE, WHICH HAD BEEN USED FOR CENTURIES, WAS VERY WET. WHAT WAS IT CALLED? WE’LL TELL YOU IN TEN SECONDS.

DRYWALL/WETWALL, PART 2 – NEW

WE CALL IT DRYWALL BECAUSE IT’S DRY, AS OPPOSED TO A WET WALL WHICH WOULD BE… PLASTER. LATH AND PLASTER EXISTED FOR CENTURIES BEFORE THE PAPER COVERED GYPSUM CORE PANEL THAT ALLILED MIDWEST HAS IN STOCK TODAY. THANKS FOR CALLING ALLIED MIDWEST, WE’RE PUTTING DOWN OUR SCREW GUNS RIGHT NOW TO ANSWER YOU CALL (SOUND FX)


Doing right by Customer Concerns

Filed under: Marketing Challenges — admin @ 5:49 pm

~ This was posted on - January 10, 2011

When customers complain, the worst businesses will get upset; but the best businesses will seize the opportunity to FIX it, and improve the customer’s experience. It is, for most of us, easier to keep a customer than find a new one. In the last few days, I’ve been on both ends.

A customer called to ask for an additional music on hold production, believing they had one more remaining in their subscription package. The Holiday messaging on hold production, she believed, wasn’t one that counted. I apologized that Hold Time hadn’t communicated that clearly at some point, and that we very much appreciate her as a client. Once we understood each other, I offered to do the additional production without charge. She happily agreed. “You may want to consider increasing the number of productions Hold Time does for you next year,” I said helpfully.

It’s a lesson I picked up from my father-in-law at NC Machinery, who used to manage a large commercial garage. He said, “Patrick, Be gracious with complaints, and resolve them if you can without charge… the first time. Your customers will be loyal, and understand that additional work costs money the next time around.”

And, if you’ve actually made a mistake, don’t run from it. Say, “Thank you for letting me know, and I’ll fix it right now.”

An audio-visual company in Seattle I use for equipment sent me an online survey about improvements to their website. I can get the equipment just about anywhere, but I like them, so I did the survey. Groan… it was inefficient and redundant - Survey Hell. 30 minutes later I finished.

“On a scale of 1 to 10, how likely are you to use us in the future?”

Pretty low, at that point. The survey itself was hurting more than it was helping their marketing, so I called and complained. They were very sorry. Good job.

But 30 minutes later, the Owner called me. He also apologized, and said his next call was to the 3rd party research company they’d hired to conduct the survey. Now THAT’s how you handle a complaint! Excellent!

At Hold Time Studios, we’re very good at on-hold messaging, but nobody’s perfect. Glitches do happen, and information is sometimes misplaced. But the size of our company is such that if I don’t already what’s going on – I CAN get to the problem like Zeus’s Thunderbolt.


Welcome to our newest customer – ITX.com

Filed under: Hold Music Player,Marketing Challenges — admin @ 11:29 am

~ This was posted on - January 6, 2011

Equipment:

ITX has a software-based phone system, so no player was required. Phone systems of this type require of specific denomination of .wav or .mp3, and sometimes even a proprietary audio type (like Altigen). Hold Time makes the production, and emails it to the IT contact to post up twice a year. Hold Time is also doing the first two levels of attendant prompts on their system, which networks several locations across the country, serving customers from 16 countries.

Solution:

ITX was referred to Hold Time by Alesco Marketing, who works with ITX on search engine optimization for their clients. ITX covers a many types of applications, from iphone and blackberry web development, standard web pages, and custom web applications that harmonize web and mobile platforms.

ITX’s challenge has been to market the may different facets of their internet-business, and Hold Time partially fills that role with on-hold marketing to their best customers: the ones that are calling them!

What they do:

ITX has a large scope of computer programming applications that – to non-programmers – are hard to understand. As such, there is balance in their on-hold scripting between marketing executives (who may not know what they need), and web development staff from their customers. Their customer base is quickly expanding, through a network of excellent specialty firms, like Alesco.

ITX was referred to Hold Time by Alesco Marketing, who works with ITX on search engine optimization for their clients, and who did our website. Alesco Marketing also participates in Oregon Executives with Hold Time Music.

My favorite paragraph:

multiple platforms

Is your business connecting with the millions of smartphone users who are downloading mobile applications right now? To deliver meaningful app experiences to all smartphone users, businesses must create apps on multiple platforms – iPad™, iPhone®, Android™, Blackberry®, and the mobile web. MobilityCMS provides unparalleled abilities to manage content a-cross all of your mobile applications regardless of platform. thank you for holding.






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