[et_pb_section fb_built=”1″ _builder_version=”4.27.0″ background_color=”rgba(0,0,0,0.33)” background_image=”https:\/\/moodmedia.com\/wp-content\/uploads\/2022\/05\/shutterstock_1086424625-copy.jpg” background_blend=”multiply” collapsed=”off” global_colors_info=”{}”][et_pb_row _builder_version=”4.27.0″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” collapsed=”off” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text admin_label=”Headline” _builder_version=”4.27.0″ background_layout=”dark” global_colors_info=”{}”]<\/p>\n
[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_3,2_3″ _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}”][et_pb_column type=”1_3″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.27.0″ header_font=”||||||||” background_layout=”dark” global_colors_info=”{}”]<\/p>\n
With greater focus on mobile access, delivery apps, online reservations and social media here in the digital age, many restaurants may be overlooking a fundamental tool in their marketing mix: restaurant on-hold messaging.<\/strong><\/p>\n [\/et_pb_text][\/et_pb_column][et_pb_column type=”2_3″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.27.0″ background_layout=”dark” global_colors_info=”{}”]<\/p>\n Even with all of the useful technology available today, the fact is that the phone is still one of the most important ways for potential customers to reach you before they visit your restaurant. Why?<\/p>\n With all that said, the point we\u2019re getting at here is this: What your callers hear while they\u2019re on hold still makes a big difference in whether or not they actually enter your dining room.<\/strong><\/p>\n [\/et_pb_text][et_pb_button button_url=”https:\/\/us.moodmedia.com\/wp-content\/uploads\/2019\/06\/On-Hold-Messaging-For-Restaurants-Print-Version.pdf” url_new_window=”on” button_text=”Download This Article” button_alignment=”left” _builder_version=”4.27.0″ custom_button=”on” button_text_color=”#ffffff” button_bg_color=”#cd102f” button_border_color=”#cd102f” button_icon=”=||divi||400″ button_icon_color=”#cd102f” hover_enabled=”0″ button_text_color_hover=”#cd102f” button_border_color_hover=”#ffffff” button_bg_color_hover=”#ffffff” saved_tabs=”all” global_colors_info=”{}” button_text_size__hover_enabled=”off” button_one_text_size__hover_enabled=”off” button_two_text_size__hover_enabled=”off” button_text_color__hover_enabled=”on” button_text_color__hover=”#cd102f” button_one_text_color__hover_enabled=”off” button_two_text_color__hover_enabled=”off” button_border_width__hover_enabled=”off” button_one_border_width__hover_enabled=”off” button_two_border_width__hover_enabled=”off” button_border_color__hover_enabled=”on” button_border_color__hover=”#ffffff” button_one_border_color__hover_enabled=”off” button_two_border_color__hover_enabled=”off” button_border_radius__hover_enabled=”off” button_one_border_radius__hover_enabled=”off” button_two_border_radius__hover_enabled=”off” button_letter_spacing__hover_enabled=”off” button_one_letter_spacing__hover_enabled=”off” button_two_letter_spacing__hover_enabled=”off” button_bg_color__hover_enabled=”on” button_bg_color__hover=”#ffffff” button_one_bg_color__hover_enabled=”off” button_two_bg_color__hover_enabled=”off” module_class=”mbutton” sticky_enabled=”0″][\/et_pb_button][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_row _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.27.0″ global_colors_info=”{}”]<\/p>\n Silence is deadly for your customer experience. In fact, more than 85% of callers prefer on-hold messages over silence. Customers who hear silence while on hold are more likely to hang up, and those who might hang on are likely to be frustrated and confused as they wonder whether or not they\u2019ve lost their mobile connection.<\/p>\n No one likes to put customers on hold, but it\u2019s important to recognize the opportunity that goes along with the risk. The on-hold experience provides a chance to connect directly with your target audience and reinforce the key messages you need to get across.<\/p>\n To help you ensure that you make the most of the opportunity and that more of your callers become guests, we\u2019ll break down some important best practices for restaurant on-hold messaging<\/a>.<\/p>\n <\/p>\n Imagine if you only had 20 seconds to talk to your customer \u2013 what would you say? How would you want them to feel? What kind of impression of your restaurant would they develop? These are all important considerations to keep in mind as you determine the objectives of your messaging strategy.<\/p>\n It may go without saying, but don\u2019t try to accomplish all of your objectives in each message. Aim for brevity (7-20 seconds) and focus on one primary purpose in each message. Common objectives include, but are not limited to:<\/p>\n Your messaging should aim to serve as a preview and as an extension of the great experience your callers can expect at your restaurant.<\/p>\n <\/p>\n We all know that having to wait on hold is an inconvenience, but it doesn\u2019t have to feel that way for your callers. The idea is to engage them with a professional voice talent or two that truly expresses the personality and energy of your brand.<\/p>\n Imagine how your brand would sound if it could talk and try to personify it the best that you can. If you need help, reach out to a dedicated on-hold messaging<\/a> specialist. These experts understand the art behind on-hold and they can help you pick the right voice talents for your unique brand and the experience you\u2019re trying to create.<\/p>\n <\/p>\n Countless studies have shown that your callers are more likely to stay on the line when they hear hold music. However, you shouldn\u2019t just use any old on-hold jingles \u2013 you should select a professionally-designed music bed that supplements the energy and tone of your messaging production. You\u2019ll not only keep your callers engaged and on the line, but you\u2019ll set the stage for the great dining experience they can expect at your restaurant.<\/p>\n Also, make sure that the music you use is licensed for business use. Otherwise you\u2019ll have to pay the licensing fees on your own, which can be costly. You can learn more at us.moodmedia.com\/sound\/music-licensing\/.<\/a><\/p>\n [\/et_pb_text][et_pb_text _builder_version=”4.27.0″ global_colors_info=”{}”]<\/p>\n What makes your restaurant unique? Why should potential guests choose your place over a similar concept down the street? Are there important values that you stand for that will resonate with your target clientele? Think about these values and key differentiators and don\u2019t hesitate to highlight them in your messaging.<\/p>\n <\/p>\n Thanks to the rise of social media and restaurant review applications, word of mouth is more powerful than ever before. Use messaging to encourage customers to like you on Facebook, write reviews and share their great experiences.<\/p>\n <\/p>\n For starters, your regular guests won\u2019t appreciate hearing the same old messages every time they call to book a reservation. Secondly, it\u2019s prudent to ensure that your messaging is still relevant to your menu, daily specials and any promotions that you\u2019re offering. Highlighting surf n\u2019 turf specials in November when they ended in August isn\u2019t going to make a great impression on callers. It may also set them up for an unpleasant surprise if they try to order that entr\u00e9e when they show up. We suggest updating your messaging monthly, though no less than every quarter.<\/p>\n\n
#1: Keep messages short, but purposeful.<\/h3>\n
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#2: Choose the right voice.<\/h3>\n
#3: Incorporate the right hold music.<\/h3>\n
#4: Reinforce your concept, valves and point-of-view.<\/h3>\n
#5: Promote socials.<\/h3>\n
#6: Update regularly.<\/h3>\n