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Red is the New Orange

Home ownership is a wonderful thing.  Except for when your dishwasher stops working, introducing your hardwood floors to the wonders of warm soapy water for a long period of time.  After turning off the water and the electricity to the area, I muscled the old unit out from under the counter to reveal the moist floor boards and the family of spiders who have taken residence back there.  While the area was drying out, I figured this would be the perfect time for a quick run to the Home Warehouse Shopping Mecca to purchase a new one.

It was not quick.

The experience started out great.  It seemed like an army of people were welcoming me into the store.  In the appliance department, the sales person was helping another couple.  While I waited, I began looking at the different dishwasher options to expedite the process.  After about 15 minutes, I was ready to make a purchase.  I looked over to the sales person who was still engaged with the other couple.  After another 10 minutes I started wandering to different areas in the department in hopes of at least making eye contact with the sales rep.  Never happened. 10 minutes later I looked for another rep who might help me.  Every employee I saw was hustling to a different department.  No eye-contact.  No assistance offered. No kidding.

From the reviews I read after the fact, this lack of customer service was frustratingly normal for this establishment.  I know what you’re thinking, ‘Orange aprons?’  Nope.  It was the one with the red vests.

After another 15 minutes, I heard the sales person wrap up with the couple.  ‘Excellent!’ I thought, and was looking forward to finally making this purchase.  As the couple walked away, the sales person began walking toward me – but still made no effort to connect with me.  Instead, he yelled to a co-worker, ‘Alright, I’m off to lunch.’ No eye contact with me, no conversation.  No hand-off to another employee.   He blew past me like an off-leash dog chasing a squirrel.

No customer likes to be ignored.

Although this burned my bacon, I began thinking this is the same way many businesses treat their callers placed on hold.  They smile and wave at you with their Radio and TV commercials.  The same smiling faces are printed on the mailer inviting you to contact them.  The campaign works, you take them up on their invitation to, ‘Experience the Difference.’  But in actuality the difference is that the experience you were promised is not what was delivered.  You call them and end up waiting on hold; in silence.

Talk about being ignored!

They have taken the time to call you.  This is the moment to give that potential customer, your captive audience, your undivided attention.  It is the shining moment where a clear hand-off can be made between your external marketing efforts and your on-hold advertising program.  Advertising to callers placed on hold – at least at our company – is designed to do exactly what is necessary at this stage of the customer relationship-building cycle: Engage each caller with a creative, entertaining, and informative program.  It’s a chance to reinforce your brand with each caller placed on hold.  After all, it’s just not polite nor is it good business to just walk away and leave a customer frustrated and unattended.

As a potential customer, they may end up treating you the same way.

This is why you put US on hold.

At On-Hold Concepts, we specialize in helping you connect with every caller placed on hold. We make sure your hand-offs are smooth, your image is reinforced, and your callers are better informed and ready to do business with you when you return to their call.  It’s what we do best.

The icing on the cake of my shopping experience at the Red Vest Emporium was the co-worker that I mentioned earlier witnessed my experience.  Unfortunately, he did not work in the appliance area.  He looked at me briefly, shrugged and walked over to his department.

Me? I shrugged and walked out of the store, determined to wait for the Memorial Day Sale at Sears.

Tom McTee, Super Genius
On-Hold Concepts, Inc.
Woodstock Media Group

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Draft Dodgers

Rookie Mini-Camps are starting. The dust is finally settling around the hoopla known as the NFL Draft.  The ‘Chicken Littles’ of the NFL-World spent most of the pre-draft festivities shouting about the impending doom for each of the 32 Franchises.  Multitudes of Mock Drafts by ‘experts’ let you know EXACTLY which player should be taken by which team, in what round, and why.

These are the same experts who said Heisman Trophy winner Robert Griffin III should be taken with the first overall pick in 2012 (he actually was the 2nd pick) and also mocked the Seattle Seahawks for drafting quarterback Russell Wilson in the third round who everybody KNOWS is too short to play the position.

I have to admit, for the most part, the predictions made by the experts regarding the draft are pretty accurate.  NFL franchises stick to the script and draft the player they are supposed to draft when they are supposed to draft them.

Except for the Seattle Seahawks.

Coach Pete Carroll and General Manager John Schneider have a refreshingly unpredictable approach to the NFL Draft. So much so that whenever they are on the clock, you have to tune in just to see what they will do.  I also have to admit, I love to hear the announcers squirm and adlib their way, unscripted, as their producers scramble to find a video package that coincides with the player the Hawks have chosen.

The rest of the teams in the draft are so predictable there is nothing compelling enough happening to hold my attention.

This principle got me thinking about the way most businesses treat their callers who are placed on hold.  This is one of the most critical moments in customer interaction – the moment they contact you.  On-Hold advertising provides the opportunity to reinforce your image, as well as your external marketing campaign.  Instead, what they hear is often automated, straight forward, predictable, and boring.

If you know what to expect, there is no reason to pay attention.  That’s why at On-Hold Concepts, we approach on hold advertising from a creative perspective, with advertising that is designed to engage and entertain as well as educate your callers. Information alone is not enough.  It is easy to tune-out a laundry list of products and services.  Too predictable.

Please understand, you don’t have to be zany, funny, or off the wall while considering a creative approach to your on-hold advertising. Quite frankly, that might not fit your clientele at all.

But, everyone loves a good story.

Like Shaquem Griffin. His left hand was amputated at the age of 4, yet he rejected the notion that he was ever at a disadvantage.  He played college football and was a dominant force on defense.  Still, he was not invited to the NFL combine initially. An oversight the NFL rectified after harsh criticism.  At the combine, Shaquem turned heads with his speed (4.38 time in the 40-yard dash) and his strength (bench-pressing 225 lbs 20 times while using a prosthetic hand). None the less, the ‘experts’ discounted the idea that any team would consider drafting him. Their thought was that he might get a free-agent invitation to an NFL camp.  How poetic that he was drafted in the 5th round by the Seahawks and reunited with his twin brother Shaquill.

The most effective on-hold advertising is approached with a story-teller mentality. Similar to noted world-building architects like Tolkien and contemporary authors like Grisham, we set the scene and create a welcoming environment that encourages each caller to enter into the story.  Your story.

Seahawks management created the architecture that produced back-to-back Super Bowl appearances and the first Lombardi Trophy in franchise history. Their story features unconventional drafting methods and finding value with players the traditionalists routinely overlook.  Their unpredictable nature makes them as compelling to watch on draft day as they are on the football field.

Wouldn’t it be refreshing to reward customers for taking the time to contact you with a delightfully unpredictable approach to their on-hold experience?  That’s what is available to each of our customers every day.  On-Hold advertising that highlights the best your company has to offer in a creative story that makes each caller want to stay to on the line to find out what happens next.

Put US on hold. Your story needs to be told.

Unpredictably.

Tom McTee, Super-Genius
On-Hold Concepts, Inc.
Woodstock Media Group

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Best Finish Ever

March Madness is over. The Final Four champion has been crowned. They will be talking about this performance forever. No, I’m not talking about the Villanova snooze-fest victory over the obviously outmatched Michigan Wolverines. I’m talking about Notre Dame. Women’s Final Four Champion for 2018.

I’m talking about Arike Ogunbowale.

Standing between Notre Dame and the championship game was the powerhouse program of Women’s College Basketball: The University of Connecticut. UConn has never lost a championship game. But, this was a semi-final game which meant there was hope. And, for the Irish, hope is spelled O-g-u-n-b-o-w-a-l-e.

With the score tied 89-89 in overtime, Ogunbowale pulled up, and shot a jumper from just inside the 3-point arc and hit nothing but net as time expired. Notre Dame advanced to the Championship Game against Mississippi State.

Down by one in the Championship Game with seconds remaining, Arike Ogunbowale delivered in the clutch once again. This time it was an off-balance, 3-point attempt that arched high over defender Victoria Vivians’ outstretched hand that nestled perfectly into the bottom of the net. Irish win 61-58!

Stories like these become legendary because the push to finish is strong, bringing a long journey to a climactic conclusion. Sports aren’t the only places where finishing strong is important. It matters in business as well.

That’s why we focus so much on the last step of the advertising cycle, that point where your customers call your place of business and then get put on hold for a bit while a person is located, i.e., your on hold advertising program! We know how important it is to finish strong. Imagine the narrative of the championship game if, on the final play of the game, Ogunbowale didn’t take the shot and just dribbled the ball until time expired. The audience would be left scratching their heads wondering what happened.

Some businesses treat their callers the same way. They invest heavily in preparation for the beginning of the journey, advertising across multiple media outlets to attract potential customers. But the emphasis is not the same when it comes to the final moments of this game: when a prospect takes the time to call you and is placed on hold.

This is the moment when you put the ball in the hands of the teammate with a track record of delivering in the clutch over and over again. The pivotal moment where you craft a message with creativity and polish designed to reinforce your image with every call. Time is about to expire and you place your trust in default music provided by the phone system? It just doesn’t make sense. Getting the potential client to this point and thinking, ‘Ah, this is good enough’ simply isn’t. Your callers are left scratching their heads wondering what happened, too. Ask Michigan fans. They’ll tell you. Just getting to this point isn’t enough. They would have preferred a strong finish.

Arike Ogunbowale knows how to finish. So does On-Hold Concepts. Everything we do is designed to help your business grow by harnessing the power of a captive audience. Put US on hold and your callers will say the same thing about your business that college basketball fans are saying about the 2018 Women’s Final Four.

Best finish ever.

Tom McTee, Super-Genius
On-Hold Concepts, Inc.
Woodstock Media Group

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Ichiro!

The Seattle Mariners are hurting.  No, I’m not referring to the seventeen year playoff drought they (and we) have had to endure.  I’m addressing the fact that they have 4 outfielders on the major league roster.  Three of them are injured.  Go M’s.

Enter Ichiro.  In 2001, he was the centerpiece of the Mariners team that won 116 regular season games.  No team in the history of baseball had ever won more games.  Griffey was gone. So was Alex Rodriguez.  This rag-tag collection of players like David Bell and Scott Podsednik rounded out the roster along with Bret Boone, Jamie Moyer, and Edgar Martinez – who should be in the Hall of Fame.  Just sayin’.

On that team, Ichiro was the difference maker. Lightning fast on the bases, with a cannon of an arm in the field, and a rock-star entourage off it; he was the show in Seattle for the next 11 seasons.  That’s because 2001 was the last time the Mariners sniffed the playoffs, and he was truly the only game in town. In 2012 he left for greener pastures.

With the Mariners limping through Spring Training this year with only one healthy outfielder, they went looking for a dependable player who could come through day in and day out, with a track record of success, who they could get ‘on the cheap.’  The Mariners took a long hard look at their situation, knew they needed help, and were looking for an answer that could produce results immediately.  They don’t want to start over. They just need that extra piece of the puzzle to get them through this valley.

Enter Ichiro.

He just signed a one-year, major league contract with the Seattle Mariners, and is on his way back to Peoria, Arizona where his major league baseball career began.

You may be following this story.  You may be wondering how this story impacts you and your business.  Simple.  You aren’t getting the results you were expecting from your advertising campaign.  Promises of market saturation and return on investment have you wondering if you will ever see the results you had envisioned.  Just like Mariner fans – for you, it’s been years of minor gains and major disappointments.  You are thinking of pulling the plug on your advertising.

Don’t.

What you need is a dependable solution that can come through for you day in and day out with a track record of success that you can get ‘on the cheap.’  You need that extra puzzle piece to get you through this valley and begin producing results immediately.

Enter On-Hold Concepts.

Advertising to callers placed on hold is the most cost effective tool in your overall marketing campaign.  It is the dependable, yet inexpensive teammate that will come through in the clutch for you and your business every time.

Will Ichiro be able to help the Mariners return to the playoffs like he did in his rookie season?  We’ll have to wait and see.  Will On-Hold Concepts from Woodstock Media Group be the last piece in your advertising puzzle that will provide the results you are looking for with your marketing campaign?  Your customers are already waiting.  Put US on hold.

And see.

Tom McTee, Super-Genius
On-Hold Concepts, Inc.
Woodstock Media Group

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Last Minute Victories

The pageantry and global competition of the Winter Olympics in PyeongChang has come to an end with Team USA bringing home 9 Gold Medals. Two performances stand out to me above all the rest: Women’s Hockey and Women’s Cross-Country Skiing.

It had been 20 years since Team USA brought home Olympic Gold in Women’s Hockey. Here they were, in the Gold Medal Game (again) facing their arch rival Canada (again) just like they had in 2010 and 2014. Canada looked unstoppable and prospects for gold looked grim for Team USA. That is, until Monique Lamoureux’s breakaway goal tied the game, sending them to overtime and a shootout (again).

American cross-country skier Kikkan Randall was the only mom on Team USA. Her Olympic career began at the 2002 Salt Lake City Games. She finished 44th. Hardly the type of performance that provides motivation to keep going – especially in a sport where the US has never medaled. Ever. What would possess someone to continue to press on when clearly there is no chance of winning? Ever. Now here she is at 35 years old, giving it one more try with a teammate who was in 4th grade in 2002 when she began her Olympic journey. They weren’t even underdogs going into this event. They were an afterthought.

Team USA and Team Canada finished regulation and overtime knotted in a 2-2 tie which led to the shootout. The tension was thick as the excitement as Jocelyne Lamoureux prepared for her final attempt. What transpired next will be replayed for decades as she deked Canada’s goalie out of her pads with a move titled, “Oops, I did it again.”

Kikkan Randall and her teammate Jessie Diggins agreed that they were too conservative in the previous round. That carried over into the first lap of the finals. They posted the fastest overall time in the semi finals, but yet here they were looking at the backs of Norway and Sweden who were first and second heading into the final lap. Diggins found another gear as she passed Norwegian Maiken Caspersen Falla then set her sights on the individual gold medalist sprinter, Stina Nilsson of Sweden who was in the lead. Hearing the call of announcer Chad Salmela shouting, “Hear comes Diggins….GOLD!” will echo in the hearts of Americans for years to come.

Jocelyne Lamoureux’s shot gave Team USA the lead. But, that beautiful deke would be for naught if it wasn’t for her teammate, Maddie Rooney, the goalie. Her save on Canada’s final attempt secured the lead and the gold medal for Team USA.

The tenacity of Kikkan Randall laid the foundation for the team that ended 42 years of Olympic obscurity for Team USA, but it was the efforts of Jessie Duggan in the final moments of the race that brought home the gold.

Getting the lead is only half the battle. Securing the lead and a victory comes down to the extra effort you put into the last minute. How you finish is what matters most. It’s true in Olympic competition and in business as well. Unfortunately, many businesses focus solely on ‘First Minute’ efforts with their marketing campaign. The on hold advertising becomes nothing more than an afterthought.

You need someone on your team whose entire focus is on the ‘Last’ minute – the moment where they have called you and are placed on hold. Your foundation is set. All you need now is to put US on hold. On-Hold Concepts is the teammate who will secure your lead and give you the last minute push you need to bring home the gold.

See you on the podium.

Tom McTee, Super-Genius
On-Hold Concepts, Inc.
Woodstock Media Group

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Lessons From LII

What a great game! Super Bowl 52 was a spectacle; starting with Pink and ending with Gronk.  Seeing Tom Brady’s final pass to Rob Gronkowski fall incomplete in the end zone to secure victory for the Philadelphia Eagles brought tremendous joy to every city in America.

Except Boston.

Out of the many story lines that percolated through the post-season and surrounded this NFL Championship Game, three lessons emerged :

  1. Setbacks are also opportunities.
  2. Stay aggressive.
  3. An unknown commodity can be your most valuable asset.

Setbacks are also opportunities.
Carson Wentz was having an MVP caliber season as the starting quarterback for the Eagles. In week 14 he tore his ACL and was lost for the rest of the season. Hope for a championship run lay on the turf with him. Enter journeyman back-up quarterback, Nick Foles. After a slow start, Foles ignited the offense and brought the first ever Super Bowl Championship trophy home to the city of Philadelphia.

Stay aggressive.
Falcons Coach Dan Quinn had a commanding lead through the 3rd quarter of Super Bowl 51.  He took his foot off the gas and the New England Patriots raced past him to secure their 5th championship.  Philadelphia Head Coach Doug Pederson would have none of that. His aggressive play calling in this year’s Super Bowl secured the victory for the Eagles – none better than the ‘Philly Special’ which will go down in history as the play of the game.

An unknown commodity can be your most valuable asset.
Case Keenum. Blake Bortles. Nick Foles.  This was the year of the unknown commodity quarterback.  These three virtual unknowns led their teams to the conference championship game.  Oh, and the fourth quarterback was Tom Brady. He started his career as a no name back-up who took the place of their injured Pro-Bowl Quarterback.  Nick Foles is no longer unknown.  For the rest of his life, he will be known as a Super Bowl MVP.

These three lessons can also be applied in your business.  Having to put callers on hold can be viewed as a setback.  Successful business owners view it as an opportunity to advertise directly to a potential customer.  Some businesses make the mistake of thinking, ‘Since we have the lead we can relax a little.’ They coast with callers placed on hold by using the default music provided by their VoIP phone system or they choose free, public domain music found on the web figuring, ‘It’s good enough.’  Bad Mistake.  Stay aggressive.  Be creative.  Make the most of this time or sit back and watch as the competition races past you.

Let’s face it. Many still view on-hold advertising as the ‘Blake Bortles’ of their overall marketing strategy.  But, on-hold advertising is the unknown commodity that can be your most valuable asset during the final, critical step in the advertising cycle.  Your external campaign has done its job – a prospect has contacted you. This is the time to shine. On-Hold Concepts from Woodstock Media Group creates an opportunity for you to reinforce your image and connect personally with every call placed on hold. Take advantage of this powerful marketing tool that you already own.

Put US on hold.

And Fly, Eagles, Fly!

Tom McTee, Super-Genius
On-Hold Concepts, Inc.
Woodstock Media Group

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Ted Talk

Ted was a lot like you.  Talented. Creative. Passionate. And, about to give up.

A successful illustrator, he spent 15 years in advertising and was highly regarded in his field. Yet, Ted wanted to contribute more.  He wanted to write. So he spent hours fueling his creative passion by writing and illustrating his first book.  Like many innovators, Ted faced an uphill climb in presenting his idea to the public and had to learn how to deal with rejection.

27 times.

That’s how many publishers rejected Theodor Geisel’s first book.  After his 27th failed meeting with a publisher, he made his way down Madison Avenue with one more meeting in mind. Depressed and dejected, Ted was heading home to burn the manuscript of a book that no one would publish.  That’s when he ran into a friend from college who was just named editor of children’s books at Vanguard Press.  He invited Ted up to his office where they looked over the manuscript. The publisher loved it and bought the book that day.  The world was soon introduced to Dr. Seuss, and the classic children’s book that started it all, ‘And to Think That I Saw It on Mulberry Street.’

As you approach the end of one year and the beginning of another, you may be tempted to look back in frustration at all you wanted to accomplish over the previous 12 months.  Your innovative ideas were met with rejection. You feel your passion beginning to wane.  Like Ted, you are ready to give up.  The year is over, your goal unachieved, and for the first time in your life, you are unsure of your next step.

A quote by Dr. Seuss greeted me in my in-box that inspired me this morning. ‘Don’t cry because it is over. Smile because it happened.’  Take what you’ve learned this year and apply it to your vision for 2018.  Keep moving forward, one step at a time. Continue sharing your idea. The opportunity you are looking for may show up in the most unlikely of places.

Remember how much you accomplished last year.  Remember the positive impact you made in the lives of people your business touched in 2017.  That’s what vision is dancing in my head right now thanks to the ‘Ted Talk’ I received this morning.  At WMG, we believe everything we do will help your business grow by harnessing the power of a captive audience.  Put us on hold in 2018. The reason we exist is to help you share your ideas with your callers – especially the innovative ideas you are most passionate about.

Contact us. We will design creative On-Hold Concepts that will help you continue moving forward, sharing your ideas with each and every caller.  The break you are waiting for just might be on-hold waiting to speak with you right now. What a great time to introduce them to a new idea for a new year.  Who knows? Your passion just might revolutionize your industry the way Dr. Seuss changed the landscape of children’s literature…

‘Oh, The Thinks You Can Think!’

Tom McTee, Super-Genius
On-Hold Concepts, Inc.
Woodstock Media Group

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Frosty

In December of 1969 Arthur Rankin, Jr. and Jules Bass released a 25-minute animated classic that first aired on CBS.  Since that day Frosty the Snowman has captivated and engaged audiences each and every holiday season. Based on the 1950 song written by Jack Nelson and Steve Rollins, this was the first Rankin/Bass production to utilize traditional animation rather than the ‘stop-motion’ method which marked their earlier successful features like Rudolph the Red-Nosed Reindeer.

1969 also marked the birth of another Frosty. This one is a deliciously chocolate, frozen treat that is one of five original items on the menu that Dave Thomas created for Wendy’s restaurants.  He wanted a dessert that was so thick it had to be eaten with a spoon.  The original recipe was actually a vanilla/chocolate swirl that Dave mixed himself. Dave Thomas took two distinctly different flavors to create a treat that would perfectly complement his menu.

Ten years later a new technology was born that introduced callers to a new kind of ‘frosty,’ the automated voice attendant for telephone systems.  These robotic and sterile announcements replaced the warm and friendly greetings callers used to receive from the receptionist at the front desk. You remember; the person with the pleasant voice that matched both your customers as well as your image. At first, this type of system was impractical, in that it was very expensive to implement let alone maintain.  It was simply a better business decision to keep the warmth provided by the receptionist along with the margins to the bottom line.

Today, technological advances have made the auto-attendant a cost-effective necessity for businesses. This new-fangled ‘phone frosty’ is no longer an anomaly. Unfortunately, it has become the norm. Conversational and engaging professional receptionists have been replaced by sanitized, pre-recorded voice prompts which exude all the warmth and understanding as one of Frosty the Snowman’s eyes.

At Woodstock Media Group, we believe everything we do will help your business grow by harnessing the power of a captive audience. That includes our approach to auto-attendants. Like Rankin/Bass, we have broken with the traditional approach to voice prompts which were cold and robotic.  Our voice talent professionals specialize in creating greetings that are warm and welcoming. Plus, we feature a variety of voice artists so you can choose the person that matches both your customers as well as your image.

Voice prompts are just the first step.  We also focus on what your caller hears during the moments when their call is transferred or placed on hold. Like Dave Thomas, we have blended two distinctly different flavors, or approaches to the on-hold experience: music and advertising. We creatively blend these two powerful ingredients together by hand in a digital environment to create an experience that captivates and engages your audience while being the perfect complement to your external marketing efforts.

Frosty is a snowman or a chocolate dessert.  It should not be the type of greeting your caller receives when they reach out to contact you.

Tom McTee, Super-Genius
On-Hold Concepts, Inc.
Woodstock Media Group

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The Waiting Game

Like it or not, waiting is an integral part of the holiday season.  Since deals are better lines are longer.  Want the new iPhone?  Please wait over here.  80 inch, curved, flat screen HDTV?  Yep, the line is right over there.  What I’ve noticed during this time of year is the longer the line the shorter the temper; of both the person serving and those waiting to be served.  Here’s another holiday axiom I’ve picked up over the years – make a pumpkin spiced version.  It’s catnip for people.

Waiting is something we dread, a necessary evil we have to endure, and with some deep breathing exercises, have learned to cope with – especially this time of year.  I wanted to let you know that waiting can be a good thing even with the holiday shopping storm on the horizon.  Norman Vincent Peale said, ‘The cyclone derives its powers from a calm center. So does a person.’  With a storm of activity brewing about you on every side, it is to your benefit to approach it from a position of calm.

Don’t be surprised by the wait.  Plan for it.

As a successful business owner you have the unique opportunity to craft a positive waiting experience for your customers.  Think about Star Tours, the Star Wars themed ride at Disneyland.  At peak season, wait times can approach 2 hours for the virtual reality adventure ride which lasts 5 minutes.  Like many long lines, customers slowly trudge through the switch back trail managed by post and rope stanchions. What makes the wait different for this attraction is the surrounding experience. There are displays to see, characters to encounter, technology available to capture the imagination, and information designed to prepare customers ahead of time.  This all serves to enhance the overall experience.

Albert Einstein said, ‘In the middle of difficulty lies opportunity.’ If you think about the process, who in their right mind would wait in line for two hours in order to experience a 5 minute movie? Disney took the negative aspect of waiting and looked at it from a completely different perspective and saw an opportunity.  They effectively combined the wait time (the line) and event (the ride) into an overall positive customer experience.  You can too.

On-Hold Concepts from Woodstock Media Group will engage your customers waiting on hold, a critical piece of any customer service strategy – especially during the holidays.  Creative advertising messages will provide friendly characters for your callers to encounter who will prepare them with information about your products and services, providing a fresh perspective on your business that captures their imagination and keeps them calling back.

Enhance your caller’s overall on-hold experience.  Plan for it.

Put US on hold and ensure that your callers are pleasantly surprised by the wait; every time they call.  It’s our specialty – turning this potential difficulty into an opportunity to help your business grow.

Now, all we have to do is figure out pumpkin spiced on-hold advertising.  It’ll be a gold mine!

In fact, I can smell the pumpkin spice right now… can you?

Tom McTee, Super-Genius
On-Hold Concepts, Inc.
Woodstock Media Group

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Just Enough

These two words have been rattling around my thoughts for the past week or so. It all started when the Seattle Seahawks pummeled the Rams in Los Angeles.  Okay, maybe ‘pummeled’ isn’t exactly the right word.  The Hawks squeaked out a victory over a division foe that has had their number over the last few years.

All reports regarding the 16 – 10 victory were the same: The defense was dominant. The offense did just enough to win. I heard it over and over the week following the ‘decisive’ victory.  As an extra added bonus, I heard it the following week as well since the Seahawks were on a bye.  Heading into the season this team was considered one of the top 2 teams in the NFC.  But, now they are known as a team that can muster just enough to win.

Just enough.

You can’t build a successful business on ‘just enough.’  How can you hope to develop customer relationships and build the type of rapport necessary if all you do is ‘just enough’ to get the business.  There is a reason Jim Collins did not publish a best-selling book titled, ‘From Good to Just Enough.’  That sounds more like the history of Blockbuster Video than a blueprint for success.

Unfortunately, many businesses adopt the same philosophy when it comes to their callers who are placed on hold. Businesses do just enough so a caller knows that they haven’t been hung up on. Callers are treated to tones played in their ear or the default music provided by their VoIP telephone system. Now, I admit, it is ‘just enough’ to let callers know they are still on the line. But, is it enough, really?

Your callers are worth more than a ‘just enough’ effort after they have taken the time to call you.

Their call is important to you and their time is valuable. That is why it takes a championship effort on your behalf when planning your on-hold advertising campaign.  This ensures they receive a level of service that is more than enough and well above expectations.  I’m talking about the kind of experience that generates positive word-of-mouth and repeat business.

The Seahawks played the New York Giants this past Sunday and treated their devoted 12’s to another ‘just enough’ effort throughout the first half. Then something happened on the sidelines and behind the scenes at halftime that rekindled the type of effort which led to their Super Bowl Championship season.  The Hawks went on to actually pummel the Giants 24 – 7.

WMG specializes in professionally produced and creative on-hold advertising that will educate, entertain, and engage each caller placed on hold. We do the work on the sidelines and behind the scenes to help you develop the type of experience worthy of your biggest fans – your customers.

Contact us and we will put together a game plan for your on-hold advertising that will help you leave ‘just enough’ in the dust forever.

Plus, we give great locker room speeches.

Tom McTee, Super-Genius
Woodstock Media Group
On-Hold Concepts, Inc.

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