The Art of the Outgoing Message: Why "We'll Call You Back Whenever" Just Won't Cut It

I recently called a business to set an appointment and while I appreciated the fact that they have a system that allows for a “call back” versus staying on hold their message was alarming. Their outgoing message “we’ll get back to you whenever possible”.

Have you ever left a voicemail, only to receive an outgoing message that left you wondering if you’d hear back before the next ice age? You're not alone. And if your business is the one leaving customers in that limbo, it's time for a serious voicemail makeover.

Here’s the Power of the Outgoing Message

Your outgoing message is like the digital front door of your business. It’s often the first point of contact, and just like you wouldn’t greet a guest at your home with, "I'll get to you whenever," you shouldn’t do that to your customers either. This brief snippet of communication sets the tone, manages expectations, and builds (or breaks) trust.

Here’s Why Your Message Matters:

Professionalism with a Capital P. ?Imagine you’re calling a top-tier company and you’re greeted with, "Uh, we’ll get back to you... sometime?" Not exactly confidence-inspiring, right? Your outgoing message should make it clear that you’ve got your act together.

?Expectations 101, ?setting expectations isn’t just polite—it’s crucial. A clear timeline gives your customers peace of mind and shows that you respect their time.

Provides Reassurance, Because Everyone Likes to Feel Important: A reassuring message tells your customers, “Hey, we’ve got you!” It’s a small gesture that goes a long way in building loyalty.

Branding Brilliance, your tone is everything. Whether you’re quirky, buttoned-up, or somewhere in between, your message should reflect your brand’s unique vibe.

Guess what? “Whenever” Won’t Do

Let’s face it, “We’ll call you back whenever possible” is basically code for “Don’t hold your breath.” Here’s what happens when your message misses the mark:

Uncertainty Central, your customers might feel like they’ve just entered a black hole of uncertainty, unsure if they’ll hear back in an hour, a day, or never. (we’ve all been there)

Trust Issues: A vague message can plant seeds of doubt. If you can’t commit to a callback time, what else are you shaky on?

Negative Nancy Vibes: You might not mean it this way, but it can come across as if you’re indifferent or too busy to care.

Dissatisfaction Guaranteed: Guess what? Frustrated customers are not return customers. Mic drop!

Is it Time for a Message Makeover?

Instead of leaving your customers hanging with “whenever,” why not give them something to smile about? Here’s a better way to say you’ll get back to them:

"Thanks for reaching out! We’re on it and will get back to you within 24 hours. Got something urgent? Give us a ring at [phone number], and we’ll jump on it ASAP!"

This message is a win-win: it’s clear, it’s positive, and it shows you’re ready to prioritize their needs. Plus, it gives you the chance to show off your brand’s personality. Whether you’re cool and casual or buttoned-up and professional, your outgoing message is a golden opportunity to connect.

The bottom line is your outgoing message isn’t just a placeholder—it’s a powerful tool in your customer service toolkit. Make it count, and your customers will too!

For more opportunities to create exceptional customer experiences visit https://www.risingandshine.com/academy We offer both virtual and in person trainings.