Jodena Consulting discusses Music on Hold

One of my pet peeves is being placed on hold with no way of knowing if I am still connected. After thirty seconds of silence, you are lonely and aggravated. In my opinion, not having “music on hold” shows an utter lack of awareness of basic customer service. Yet I continue to be surprised at how often I encounter this situation.

It is not difficult or expensive to have a CD player connected to your telephone. This music does not play throughout the entire office – just when you place someone on hold. The music can be a reflection of the personality of the practice – perhaps jazz or classical – probably instrumental rather than vocal- but certainly understated and dignified.

What is more expensive is an on – hold  program that combines music PLUS information about your practice. There are many companies in the dental industry that can offer customized scripts. I personally don’t like listening to a list of all the services provided by the practice and where the doctor went to dental school- especially if I am an existing patient and know all that stuff anyway.  Just give me some nice music so I know my call hasn’t been dropped. I almost feel with those information programs that someone could actually pick up the phone but won’t until after I have been forced to listen to the whole menu!

If your phone system is really old, it might not have the capability to be hooked up to a CD player. In that case, you really need to make an investment in front desk technology and purchase a new updated system. Because if it won’t allow music on hold, then for sure it probably won’t allow you an easy way to play more than one recorded message. Next time on this blog, I will discuss the necessity and advantages of using multiple phone messages.