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The dark side of voice mail

Written by
James Evangelidis

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14
Mar

In my day job helping accounting firms attract and retain talented partners and staff, I’m often asked what things separate good professionals from great professionals. Leaving technical and relationship building skills to one side, invariably it is the “small things” that really make a difference. One small thing – believe it or not – is voice mail.

Accountants, like other professions, need to communicate with their clients, prospects, government departments, suppliers and a host of others. Naturally enough, the telephone is a common method of communication. When you use the telephone you can’t avoid the inevitable … voice mail.

Voicemail – when used incorrectly is a real bugbear of mine. I’m the kind of person and work in the type of industry where people often phone me for advice. They’re either a friend of a friend or I know them and they phone me asking for help. Accountants are no different – be you an intern or a managing partner. People call you … you call people.

Please believe me when I say this – there is nothing more frustrating, upsetting & time wasting than when someone who I don’t know … or has been recommended to me by someone that I do know … has left a voice mail and have said their name really, really quickly. Also they haven’t given me the context of why they want to speak to me and the worst thing is, apart from their name being thrown out there like a hand grenade, is their mobile number being mumbled at the end. Instead, they have left me a voicemail that goes for 30 seconds or a minute – (in fact, the best one was I had someone who left me a voicemail for 2.5 minutes) and it is completely useless!

Now, you might think to yourself, ‘Oh, that’s not a long time, 2.5 minutes.’ Believe me, it is a very long time when you have to play it back four or five times because the person, right at the end, shot out their mobile number like a machine gun. They said, ‘Oh, James, please call me back on 042* *** **7.’ It actually sounded like that. All mobile phones (in Australia) start with the two digits ’04′ so I heard that correctly, and I think I heard the third one. But the rest of it, apart from the very last number, which was 7, was just a blur. And I had to play it back at least 3 or 4 times, and at the end, with the number that I had, was actually wrong. There’s nothing worse!

So, in terms of etiquette when it comes to voice mail, you need to do three quite simple things. Everyone you leave a voice mail for will thank you!

State your name clearly at the start. ‘Good morning, this is Joe Smith,’ and you say it at a pace that is easily heard. If you’re phoning up someone that you’ve never met before, say your name slowly because they don’t know who you are.
State the reason for your call. The reason might be our mutual friend John Brown had recommended me to you and I’d like to speak to you about getting advice. It could be something as simple as that. If you’re referred by someone, then ALWAYS mention the name of the person. It’s really important.
As mentioned earlier, please, please, please quote your mobile phone number, not once, but twice and do it slowly. What I do, at the end of every voice mail, even with people that I know who may not have my phone number handy – (most have it in their phone, of course), but as a sign of respect to them, this is what I do. ‘John, thank you very much for your time. “Can you please phone me back on mobile phone number 0410 46 36 37. That phone number again, 0-4-1-0 4-6 3-6 3-7.” This guarantees that the person has not only heard the number, but it’s given them time to write down the number. When you’re wanting advice from someone, or to network or when you’re wanting to arrange a meeting you want them to phone you back don’t you? Otherwise why call?

James Evangelidis | Principal Consultant – Envoy Professional Search

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What others are saying

Author

Holly Brown

March 14, 2012 at 12:58 pm

Well said James, this is a bug bear that as a busy PA I consistently go through. I won’t mention those who give their mobile number out of the standard 4x3x3 set up merely because there are double or triple digits somewhere in there. I believe a mobile should always be spoken as 04XX XXX XXX. Couldn’t agree more on all your points!

Reply
- Author
  
  James Evangelidis Principal Consultant
  
  March 16, 2012 at 8:10 pm
  
  Thanks Holly. Man alive – being a PA you must see the absolute worse! I agree with your 4x3x3 number format. That being said I think I break your rule – sorry
  
  Reply
Author

Yasmin

March 14, 2012 at 12:59 pm

Definitely agree James, especially about speaking phone numbers clearly. My special “bugbear” is people who go through the whole conversation they intended to have with me, on my voicemail. Send an email if you want to give me all the details – otherwise, a brief summary is fine!

Reply
- Author
  
  James Evangelidis Principal Consultant
  
  March 14, 2012 at 6:11 pm
  
  Good point Yasmin. Voice mail is definitely not the place long winded “background setters” for future conversations. Keep well, James.
  
  Reply
Author

Craig Stanmore

March 14, 2012 at 1:00 pm

Hi James another great blog. I am probably guilty at times of not following your great advice. Having not given it enough thought I am inconsistent with my mobile phone etiquette. Now it’s top of mind maybe I can improve? Hope so. Cheers Craig

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- Author
  
  James Evangelidis Principal Consultant
  
  March 14, 2012 at 6:13 pm
  
  I love your humility Craig! All the best in your change to become the best voice mail user the world perhaps has ever seen Thanks for the comment.
  
  Reply
Author

Andrew Cassidy

March 14, 2012 at 1:40 pm

Well said. Another good trick is to leave your number right at the start of the message (after your name) so if the recipient needs to replay the message (after they have found a pen) they won’t need to replay the whole thing again.

Reply
- Author
  
  James Evangelidis Principal Consultant
  
  March 15, 2012 at 2:49 pm
  
  What a great idea Andrew! I’ve never thought of leaving my number at the START of the voice mail before. It makes a whole lot of sense
  
  Reply
Author

Jonathan Ryall

March 14, 2012 at 1:50 pm

Words of wisdom there James… Currently reading the 4 hr work week which has some interesting suggestions for reducing the need for ‘phone tag’ by providing useful information in your recorded message to direct incoming calls to areas that could otherwise handle certain problems which you don’t really need to. Eg If you’re a sales rep, include the service managers contact email if it’s service related.

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- Author
  
  James Evangelidis Principal Consultant
  
  March 14, 2012 at 6:16 pm
  
  Thanks Jonathan. I’ve also read the Tim Ferris 4 Hour Work Week book. He certainly shares some wonderful insights for using everyday things like voice mail & email in a much more effective way. Nice work, James.
  
  Reply
Author

Dave Hodge

March 14, 2012 at 2:18 pm

This should be a 101 subject in year 7 at school. So many times I have been unable to call people back because there mobile phone “crackles” at the time they only say their number once…so listening multiple times will never uncover the dark side of the “crackle”…how much business gets LOST….due this simple advise…thanks James..

Reply
- Author
  
  James Evangelidis Principal Consultant
  
  March 16, 2012 at 8:15 pm
  
  So, so true Dave. I like your idea of a subject being taught early in high school. Maybe we could call it something like “communication etiquette” covering voice mail, email & social networking. Thanks Dave.
  
  Reply
Author

Mike Healy

March 14, 2012 at 3:10 pm

James, you are spot on. Short, unintelligible messages….or a rambling mini-series…..nothing worse. Well maybe…I once had a person call to tell me they were late for a meeting. They then accidentally hit redial and connected with my voicemail for 4 minutes, leaving a “Road Rage Rant” with more expletives and colourful language than I’ve heard in a long time. Needless to say, I called them back, described what I’d heard and told them I didn’t do business with people like that. Playing it later was worth a laugh, but…….Beware the redial button!

Reply
- Author
  
  James Evangelidis Principal Consultant
  
  March 14, 2012 at 6:20 pm
  
  What a classic story Mike! I love your golden rule of “beware the redial button.” I bet the chap who you refer to will NEVER make that mistake again .
  
  Reply
Author

Robert Campbell

March 14, 2012 at 3:13 pm

Very true James. When people make it hard to understand what they are saying, or even what they are calling in regards to, it means they end up low on my list of priorities. A succinct message with clear contact information makes it much more likely to get a positive response.

One thing I have found is that some people who are fantastic communicators normally, including over the phone, lose a lot of that ability when leaving messages. It is almost like without the other person on the end of the phone they forget what they wanted to say.

Reply
- Author
  
  James Evangelidis Principal Consultant
  
  March 14, 2012 at 6:23 pm
  
  A good insight there Robert. You are quite right … people who are usually articulate & eloquent in normal phone or conversation mode are reduced to something much less when confronted with a voice mail. A most excellent comment!
  
  Reply
Author

Emma

March 14, 2012 at 4:34 pm

I hear you James. The simple things are often the most important things and often the most overlooked. It all comes back to empathy, in a way. Putting yourself in the other person’s shoes, understanding that their time is precious and their offer to help, very generous.

Reply
- Author
  
  James Evangelidis Principal Consultant
  
  March 16, 2012 at 1:46 pm
  
  Ahh … You are a person after my own heart Emma. If more people treated others the way they would like to be treated what a different world we would all be living in! Keep well, James.
  
  Reply
Author

Toni Bannerman

March 14, 2012 at 5:00 pm

Another great article James, I completely agree with you, I also think they should state where they are calling from where necessary. There is nothing worse than when someone calls you and just says “Hi, its Sally”. Sally who and from where. I think it is very important to present yourself well over the phone and to always sound professional.

Reply
- Author
  
  James Evangelidis Principal Consultant
  
  March 16, 2012 at 8:19 pm
  
  Thanks Toni. You are spot on. Sounding professional can go a long, long way!
  
  Reply
Author

Bernice

March 14, 2012 at 6:52 pm

I agree James. Also annoying are the ones that start with “ah, er” then hang up.

It’s easy to follow your hint about taking it slowly, imagining you or someone else is writing down the message and number. Also, it shows a bit of consideration to the recipient.

Reply
- Author
  
  James Evangelidis Principal Consultant
  
  March 16, 2012 at 8:32 pm
  
  Considering others is a great way to view the world and life – and of course voice mail
  
  Reply
Author

Robert

March 15, 2012 at 9:02 am

James completely agree with comments in your article. I have had people rattle off the number so quickly and do not repeat it. You then spend time going through the voice mail several times in the hope you can understand it. The worst is when they give the information at the end of the voice mail which forces you to listen to the whole conversation again several times. At times you give up and don’t call back in the hope they will.

I know that I make it a point to say the numbers slowly and then repeat it again

Reply
- Author
  
  James Evangelidis Principal Consultant
  
  March 16, 2012 at 8:35 pm
  
  Thanks Robert. It’s the old story of voice mail retold. I’m glad the comments so far on this particular post have confirmed that it’s just not me!
  
  Reply
Author

Chris

March 15, 2012 at 10:13 am

A great blog post, James, with very relevant points. I wonder if others are like me – I keep good VMs & texts, and discard junk. Makes for great memory aids and context in the future (including what is NOT in my phone).

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- Author
  
  James Evangelidis Principal Consultant
  
  March 16, 2012 at 8:25 pm
  
  Hey Chris – what a fabulous idea! I might just have to start collecting exemplars of good voice mails, emails, tweets & Facebook notifications. A most excellent share Chris.
  
  Reply
Author

Sally

March 15, 2012 at 3:44 pm

Whilst I am familiar with the inconvenience of muffled and incoherent voice mail messages, I find that it is now not so much a matter of being deprived the information you require, but being bombarded with it from ten different social media and communication outlets. With so many modes of communication at our disposal I find that people tend to become impatient with phone tag and opt for alternate methods to get their message across. I have at times come out a gym session or a mobile dead zone to find that I have a missed call, three text messages, an email, 5 facebook notifications and a ‘poke’. Perhaps your next blog post could be about communication etiquette. ‘Social Media and Communication: How much is too much.’

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- Author
  
  James Evangelidis Principal Consultant
  
  March 16, 2012 at 8:28 pm
  
  I like it Sally. In this fast-paced digital world sometimes the best thing to do is to turn the mobile/tablet/laptop/desktop off for a little break. Thank you for the comment.
  
  Reply
Author

Dale Cohen

March 15, 2012 at 7:24 pm

You’ve hit a real nerve with me on this one James. I find voicemail so frustrating I have disabled it.

If you use the network code ##002# (with a Telstra mobile at least) it will remove your voicemail service and provide a basic voice to TXT service. That can provide some highly entertaining and confusing results for sending a TXT from a voice message, but at least you don’t wait to the end of a message to get no joy. You can see it’s rubbish right away. But because the TXT comes from the service number (except where number is hidden) you don’t need the caller to leave their number.

So my advice is get rid of voicemail altogether.

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- Author
  
  James Evangelidis Principal Consultant
  
  March 16, 2012 at 1:49 pm
  
  A most radical and effective suggestion Dale. I often wonder how reliable the software is at translating the voice mail into text but at least (as you say) you get the number sent to you. Technology to the rescue! Thanks for sharing Dales.
  
  Reply
Author

Mark Garbin

April 3, 2012 at 9:06 am

James, you are right on with your comments and suggested approach. It is amazing in this age of mobile technology that people are not more savy to its use and shortcomings. Using your 3 steps it should be short, sharp and clear. Simple – or so you would think!

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