Build Trust, Boost Credibility, and Make a Lasting First Impression
When someone calls your business for the first time, you have only seconds to make a good impression. And believe it or not, what they hear while on hold can be the deciding factor in whether they hang up—or stick with you for the long haul.
At Ad-Hold, we specialize in professional on-hold messaging that goes beyond just filling dead air. We help businesses create a strategic, welcoming, and brand-aligned experience that turns first-time callers into loyal customers.
Here’s how to do it right.
1. Start With a Friendly, Professional Tone
Your on-hold message is often the first real “conversation” a new customer has with your brand. That tone sets expectations—so it needs to sound polished, warm, and confident.
Pro Tip:
Avoid robotic or monotone voices. Instead, use a professional voice actor with a tone that matches your brand’s personality:
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Friendly and energetic for retail or service businesses
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Calm and reassuring for medical or financial offices
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Confident and upbeat for professional firms
The right voice builds trust before the caller even speaks with your team.
2. Address the Wait—But Don’t Apologize Too Much
Acknowledge that the caller is on hold, but instead of repeating “your call is important to us” over and over, use the time to deliver value-driven messaging.
Try something like:
“Thank you for calling. While we connect you to a team member, here’s a quick tip on how to save time with our online booking tool…”
This lets the caller know you respect their time—and it gives them useful information, not filler.
3. Provide Helpful, Relevant Content
First-time callers often have questions. Use your hold message to answer common ones or point them toward easy next steps.
Examples include:
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Business hours or locations
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Online booking or account portals
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Seasonal promotions
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FAQs about your products or services
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Client testimonials or awards
Every second on hold is a chance to show off what makes your business credible, capable, and customer-focused.
4. Reinforce Your Brand Voice
Your hold message should sound like you. If your website is full of casual, energetic copy, your on-hold voice should match. If you’re more formal and corporate, keep that same professionalism on the phone.
Consistency builds trust. It helps first-time callers feel confident that they’re in the right place.
5. Update Regularly to Stay Relevant
Stale or outdated hold messages can quickly turn off new customers. Imagine a first-time caller hearing a “Happy Holidays!” message in March—it sends the wrong message about your attention to detail.
We recommend reviewing and refreshing your on-hold content at least 2–4 times per year, or whenever you launch new services, promotions, or seasonal campaigns.
First Impressions Happen on Hold—Make Yours Count
At Ad-Hold, we create custom on-hold messaging that not only sounds professional but also reflects your brand and speaks to your audience. From scriptwriting to voiceover to seamless integration with your phone system, we handle it all.
Don’t let first-time callers slip away. Let’s help you turn hold time into loyalty time.
Contact Ad-Hold today or visit adhold.com to learn more about building trust through professional on-hold messaging.