Sound Wisdom

Video Assistance

2009-08-05T16:35:00.005-05:00

As a communication company, HOLDCOM continues to look for new and innovative ways to serve our clients. We are happy to announce we have begun creating video content to further assist our clients. These short informative and hands on videos feature live action and close views of our equipment, installation, troubleshooting and more. It's also a great way for you to get to know our staff better. Check out the sample below.

Visit www.holdcom.com/videos for new and updated videos. If you want to learn more about how you can use video to promote your brand or business, come join us at this month's social media mixer here at our HOLDCOM offices. For complete details or to RSVP for this free Social Media event go to http://bit.ly/16wihl

Thoughts On A Rainy Wedding Day

2009-08-02T11:31:00.001-05:00

I'm in Montreal for the wedding of an old friend's son. We're at a beautiful lakeside resort just outside the city, the weather... perfect... dappled clouds, warm sunshine glistening off the breeze-driven ripples, temperature in the mid-70's. Ideal to put smiles and optimism in the hearts and minds of the bride, groom, and the guests of the approaching nuptials. All's right with the world. Problem is, that was yesterday. Today, a cool breeze blows a pounding rain across my terrace, and into the heart of the bride, her mother, and the wedding photographers.

Trapped inside, I'm reading the Sunday Times which seems to have an inordinate number of articles today about couples who continue to thrive as creative forces after the romance, and gravitational forces, have ebbed. Another article talks about a Greek tragedy, "The Bacchae," by Euripides, that is "partly about human powerlessness in the face of irrational gods."

Long ago, someone sympathetic to the plight of the bride on a rainy wedding day, said that it is good luck when it rains on your wedding day. Couples who can no longer co-exist on one level, but see a greater good, beat on against the current to create, conquer, prevail, or just usher a younger version of themselves into the world.

The world is a maddening place, be it personal, familial, or business, but there is always a greater good, and a version of happiness and prosperity to be found if one has the vision, resilience, and desire to make it so.

Hey it's raining. I could have gone to the bar.

Wedding Dance

2009-07-26T13:42:00.011-05:00

If you're not one of the 6.5 million to date who have seen the now famous YouTube video of the wedding ceremony that had the entrances of all the participants including the bride and groom choreographed (loosely) to the song, Forever, you might want to check it out before reading further. Even if you don't read further you might want to check it out, for a number of reasons:

It's fun to watch and there is a joy in the ceremony that is clearly infectious.

It's a great example of the viral nature of the Internet and YouTube.

And it's also a great example of what can come of something genuine, apparently without an ulterior motive or long range objective (except for some local exhibitionism). The bride was a dancer or had an interest in dancing, so for her wedding, she wanted everyone to dance into the ceremony. She wanted her wedding to be unique, memorable, to entertain her guests. And it did all that.

But like the best marketing campaigns (which it wasn't) it took on a life of itself. After the wedding, the guests wanted to tell others about it, so someone posted the video on YouTube and sent the link to the guests. The rest is history. It was so unique, that the guests had to share it with their friends and the friends with their friends and so on.

The bride and groom and the entire wedding party were invited on network TV shows. They recreated the opening entrances. And they weren't even selling anything (so far), but they could. Anyway, I digress. What's the point? What's the secret?

It was genuine. It was real. In life and in business, keeping it real is a reward unto itself and may bring other rewards, often unimagined.

New Uses For Your Old Cassette tapes

2009-07-23T11:11:00.001-05:00

Now that cassette tapes have fallen out of fashion, some clients are asking us what they can do with their old tapes now that they’ve upgraded to new digital equipment. Flickr artist iri5 is turning tape into art! Check out more photos from this artist at http://www.flickr.com/photos/iri5/

Here at HOLDCOM, we’ve always embraced new digital technologies while also being sensitive to our end-user’s technology comfort level. Although these units are still functioning and working fine, the digital conversion that’s sweeping the country has forced the cassette tape into extinction rendering them obsolete. If you’re still using cassette based Message-On-Hold equipment, now’s the time to upgrade.

Unlike the firm date of June 12th for your television system, we don’t have a specific date that cassette tapes will cease being available. With analog cassette tapes in short supply they will soon be obsolete! Since your Message-On-Hold Autoloader system relies upon cassette tapes for program loading, it is now in jeopardy. Now is the time to protect your program and keep it running before cassette tapes become unavailable. To help you make this equipment transition, HOLDCOM has an exclusive offer for our clients still utilizing Cassette Tape load equipment. Join the digital conversion and upgrade your Message-On-Hold equipment. Contact your Client Relations representative at cr@holdcom.com or call us at 800-666-6465 to learn more.

Can't Wait Until Tomorrow

2009-06-05T15:36:00.004-05:00

Can't remember who said it or sang it, but there's a line, "I can't wait until tomorrow, because I get better looking every day." Well that's the way I feel about my business. As a service oriented company, we've always done a good job at a good price with responsive quality service, and we've been rewarded in kind. But now with things getting tougher and more competitive, we need to keep striving to keep service up and costs down. It's a challenge but an exciting challenge, especially with all the ideas and solutions available to consider and implement.

In the past couple of months alone we've launched a robust company-wide wiki and an esign solution for our customers, which promise to streamline our internal operations and our sales initiatives respectively.

Our wiki contains or will contain the entire known knowledge of our business universe (I'm feeling like Superman's dad, Jor-El), searchable by a few keystrokes by anyone in our organization who has a question or needs to respond to a question about anything we do. No longer will we need to meet in office doorways for impromptu trips down memory lane to remember "What do we do when this happens?" "Where do I find this?" "What's our policy on that?" I suppose I'll miss some of those doorway meetings, but hey, there's always the water cooler.

Our esign capability will not only fulfill a request from some of our more forward thinking clients for virtual signing capability, it will open up everyone's eyes to the efficiencies and productivity of sending and tracking Orders via a web solution. It will allow all of our Reps to individually track the status of their submitted Orders for viewing, authorization, and response. It provides reminders and alerts to their customers, themselves, and each other. Even for those customers stuck in the fax world, it will allow our Reps to monitor the submission, receipt, and response of those Orders.

There are definitely deeper challenges out there now than ever before, but more possibilities than we ever imagined, with new ones every day. So yeah, I can't wait until tomorrow, because my business is definitely getting better looking every day!

Digital Conversion - It's Not Just For Your Television

2009-06-04T10:52:00.003-05:00

June 12th will mark the day television viewing will jump into the twenty-first century with digital transmission of the signal. For those of you who have been using a cable box or satellite system, this day will come and pass with no notice or interruption of service. But for millions of households, June 12th may come as a big surprise when they sit down to relax and watch their favorite television show or sporting event.

The digital bug has bit many industries over the years. Record companies who never thought people would want to buy one song at a time quickly came to an abrupt reality and started negotiating deals with online suppliers like Apple, Rhapsody, and others. Other companies like Kodak were quick to embrace the digital revolution and created on line solution for sharing, storing and ordering prints on line.

Here at HOLDCOM, we’ve always embraced new digital technologies while also being sensitive to our end-user’s technology comfort level. Although many of you have upgraded to new technologies including remote load systems, internet based systems and flash drive & CD based equipment many clients have chosen to stay with their cassette based systems. Although these units are still functioning and working fine, the digital conversion that’s sweeping the country has forced the cassette tape into extinction rendering them obsolete.

Unlike the firm date of June 12th for your television system, we don’t have a specific date that cassette tapes will cease being available. With analog cassette tapes in short supply they will soon be obsolete! Since your Message-On-Hold Autoloader system relies upon cassette tapes for program loading, it is now in jeopardy. Now is the time to protect your program and keep it running before cassette tapes become unavailable.

Don't Squeeze Your Customers

2009-05-11T13:12:00.002-05:00

I went to an old favorite restaurant the other night that I hadn't been to in a couple of years. Like most every other restaurant around, they were probably feeling the economic squeeze a bit and had probably cut back where they could. The night we arrived, however, the place was hopping, almost packed dining room, private party in a side room, and a line at the door. A line we waited in for too long. Management had decided to save money by eliminating the matre' d and the bartender, so you had to wait too long in a cramped space before being led to your table, and if you decided to wait at the bar, you waited for a bartender that never appeared.

Waiters were making drinks and paying scarce attention to customers at the bar, and making drinks themselves, they were constantly behind taking care of their customers at the tables. The result was a lot of unhappy patrons throughout the restaurant. Not exactly what you want to do when you're trying to generate business. And get customers to return.

It was a fine example of boneheaded, short term thinking. If you're going to run a service business, provide service. If you're going to manufacture or distribute products, do it right. If you can't afford to do it right, get a loan, or close your doors. Everyone will be better off in the long run. When the economy recovers, this particular restaurant owner will wonder why his customers didn't return. At a time when money was tight, and people looked for value on their hard earned or saved money like never before, he had let his most valuable asset, his customers, down.

Business Enema

2009-05-10T09:20:00.005-05:00

Just saw a piece on CBS Sunday Morning about detoxing the body, that is ridding the body of all the toxic pollutants that are ingested from the air and the food we eat. A business associate of mine does this periodically, explaining the process in detail whether I ask or not. He swears by this ritual for his health and well-being. I don't doubt its efficacy, however, appearances notwithstanding.

In any event, I was thinking that if detoxing works for the human body, it might also be a good idea for one's business. Whether evolved from a well thought out plan or by chance and serendipity, every business, along the way, picks up a number of systems, processes, methods, even vendors and suppliers, that may have become obsolete or even counter-productive, ie. toxic. But like toxins in the body, unless they're systematically identified and purged, or neutralized, they will continue to exist, taxing the system, taking up space, adding unnecessary costs, blocking productivity, hampering innovation, compromising your business culture.

We can choose to live with our aches and pains, mask them, or find a way to rid them from our bodies. In business, likewise, we can carry on business as usual, swept along on a tide of inertia, or we can identify the toxins and make a choice. Organization colonic anyone?

You Can Live in the Past but You Can't Do Business There

2009-05-07T09:21:00.005-05:00

At Holdcom, we have thousands of Message-On-Hold clients. Many of them update the content of their programs regularily due to the nature of their business: new products, new services, new customer programs, new sales channels, affiliations, etc. Others are a challenge to get them to change their content. They may say nothing changes in their business and their industry. To them it's same old same old. Their product line is the same. They're still using the slogan that was dreamed up in another decade. And besides, they say, whose got time to recreate their business or the positioning of their organization?

Well if you're still positioning your organization in this economy the way you did way back, oh I don't know... a year ago, you need to wake up and smell the latte' less coffee that has now eclipsed the sweeter, once more popular brews. It's a new world, with new needs, rather than wants, and you need to orient what your business offers to suit the new order, your evolved client base.

Rethink your unique selling positon, your logo, your colors. Are you green? Do you need to be green? Does it matter in your industry if you're green? Are you affordable? Are you competitive? Does the value of your products and services now trump your higher prices?

Are you still unique? Do you need to position yourself as unique? Do you need to ship free? If you're like about 98% of the businesses out there, you need to do something, and when you do it, you need to communicate it... everywhere. Start wherever you like, but make sure the information and positioning your callers hear on hold doesn't get left behind.

After The Copa

2009-04-30T08:09:00.000-05:00

In the Old Business World, our dad’s world or our grandfather’s world, everybody had their job to do, their assigned task, their area of expertise. Administrative assistants assisted, service people serviced, drivers drove, receptionist recepted, er… answered the phone, and, of course, salesman sold. And with big profit margins, they sold in style. Dinners, gifts, expense accounts, big ad campaigns. The profits could sustain any marketing budget and the marketing resulting in bigger ongoing profits. A moment of nostalgia here for a time gone by… Okay, let’s move on.

Then along came the New Business World, where business got online, competition got fierce, the speed of doing business accelerated. No longer could a company depend on a couple of guys smoking cigars driving big cars, taking clients to the Copa, be counted on to bring in business. In the New Business World EVERYBODY SELLS. Every contact and every communication with a customer and/or prospect is a selling opportunity. Whether it’s overt, using sales tools and jargon, or subtle, passive or collateral, every contact or communication with a potential customer is a SELLING OPPORTUNITY.

And now, well into the New Business World, with the economy in a downturn, this approach is more important than ever, but now must be taken to its logical and profitable conclusion: Everybody Sells? How about EveryTHING Sells. Where ever there is a customer interaction, customer touch, customer contact, your business needs to be there. From the sign on your building, to your logo on your website, to what your telephone callers hear on hold, EveryTHING needs to sell your company. Forget about having a dinner or afternoon on the golf course to tell your customers what your company is about. You might not even have a face to face meeting or a phone conversation that lasts more than five minutes. Between phone tag, texting, Blackberries, and social networking, the impression your company can make on your potential customer base is shrinking into sound bites and sight bites. Make use of them all.

In this economy, rather than cut back on these less than overt areas of marketing, most companies should be investing further. Getting your companies name, brand, product and service offerings in front of your customers at every opportunity is essential, and when it can be done at a affordable rate, it becomes a no brainer.

Don’t miss the forest for the trees. The trees are real, they’re in front of you, they’re in front of your customers, your buying public. Let them be seen, let them be heard, let them tell the story of your company, your business, your products, your services, your programs, your company’s value. Keep it current, pertinent, on task, state your mission, reach your goal, do business, be happy.

Well, I'll Be Scammed!

2008-09-08T17:51:00.000-05:00

One might think that credit card companies would jump at the opportunity to ferret out potential scam artists and fraud perpetrators. After all, they are constantly reminding customers of the enormous financial drain created by credit card abuse and theft, fueling an entire industry devoted to card security and identity protection. Well, I recently encountered a frustrating situation in which the sheer complexity and magnitude of a Fortune 500’s administrative maze swallowed my attempts to thwart a potential credit card scam.

Let me explain…

In addition to Message-On-Hold production and various other audio marketing services, one of Holdcom's core offerings includes voice prompt production for telephony IVR and voice mail systems. With the advent of our successful e-commerce solution for audio fulfillment, access to our affordable voice talent and recording services is readily available, and thousands of clients are Googling their way to our online audio production store.

As a result of this expanded audience and enhanced exposure, Holdcom's Script Department exercises a heightened degree of diligence in reviewing the content of every submitted script. Such a script ordered via a “powered by Holdcom” branded partner store recently caught the attention of one of our astute employees...not due to unusual content, but because of the suspicious source of the order. After all, it seemed peculiar that an individual with a shipping address listed as an apartment in Brooklyn, NY, with an AOL email address, had requested a set of automated attendant menu prompts for Citibank! This order, combined with a surge in fraudulent email-generated phone schemes designed to capture vital account information, immediately raised eyebrows. Upon initial investigation we were able to determine that the purchaser was not a client of the VoIP provider associated with the branded online store. In addition, our attempts to contact and elicit a response from the “customer” were futile.

After discussing the results of our internal “investigation” it was decided that a call to Citibank would not only be appropriate, but, as good corporate Samaritans, expected. After navigating through the typical automated IVR interrogation encountered at many financial service call centers, I finally found my way to a live representative. “Account number, please…” was her greeting. She politely listened to my explanation that I wasn’t a Citibank customer and was calling to report a potential case of fraud. “One moment, I’ll transfer you to our Fraud Department”, was her response. After a few seconds of less than productive, blaring music on hold I was greeted by another voice…”What’s your account number?” Again, I explained the nature of my call, only this time in more detail. “Oh, you need to report this to our Early Fraud Detection Division…please hold while I transfer you.” OK, so just as I’m getting ready to apply the “3 strikes and you’re out” rule, a new voice greets me…”Do you have an account number?” Summoning up what little was left of my good corporate Samaritan; I delivered what by then had become my “elevator” speech. “Well thank you for calling about this, Mr. Fishman... only I’ll have to have a Fraud investigation specialist get back to you.” After leaving several contact numbers and our company email address, I hung up feeling less than convinced that I’d get a follow up call.

That was a week ago and I have yet to hear from Citibank.

So…the next time you receive an email with a purported Citibank 800# directing you to call and provide your account information, beware! And, if you do call, and you do get an automated announcement, “Thanks for calling Citibank”, it just might be a scam…but it won’t be a Holdcom production!

Text and the City

2008-09-03T10:49:00.001-05:00

In 1931, a cartoonist by the name of Chester Gould introduced a square-jawed detective to the Chicago Tribune. Dick Tracy was his name and besides his trademark facial feature, this character was known for his wristband, two way radio.
Some 77 years later, our culture has followed suit.
We communicate with each other via handheld devices, small enough to fit in your pocket (or your wristband for that matter). You can be on a train, on a bus, on a plane, in the tallest building or deep in a tunnel. Text messaging has become our preferred method of social interaction.
Thanks to modern technology, you can learn when your bills are due. Following the stock market? You can track your positions from your cell phone and get alerts. You can even learn who was chosen to be the next Vice President.
But as with anything in life, there are pros and cons. Will we become so reliant on our little electronic buddies that we slowly become socially inept and disconnected?
Time will only tell. As Dick Tracy would say, “Is the enemy of my enemy my enemy, or the enemy of my friend my enemy?”

Life's a Beach

2008-07-21T01:19:00.004-05:00

I was about to shut off my computer and head to sleep when I found an article, 10 Amazing Sand Artists and their Artwork, on Digg.

One artist in particular, Ilana Yahav, stood out.

She doesn't manipulate with chisels or shovels, nor does she craft her art on the beach. She throws handfuls of sand on a fluorescent material and uses her fingers to create suns, sheep, doves, anything and everything.

Her art takes the medium of sculpting outside of its natural habitat. Instead of smushing millions of grains of sand together to make hardened sculptures, she creates work that changes every second. Traditional sand sculptures are static, while hers moves and flows, capturing the elusive qualities of sand. Her art is more of a performance than a final product.

Both presentations highlight the ephemeral nature of sand: the sculptures erode in a matter of hours because of the tide, while the latter can be shaken and dispersed, or a breeze could smudge the image.

This is what we need to do in business
This is what we need to do in life.

Evaluate the competition, study the medium, but always test our limits; look at projects from different angles, identify posssible problems, and figure out which solution would best fit.

Precedents don't work very well. They are cheap and easy. Each new day is individual and needs a new set of eyes.

Who knows, it could be high tide.

May I Have Some Steak with My Sizzle?

2008-07-10T21:42:00.011-05:00

Have you ever spent an inordinate amount of time trying to solve a problem that could be resolved in a matter of seconds? Today, following a series of several lengthy (and extremely frustrating) phone sessions with Optimum Online customer service representatives, a member of Optimum's technical support team was finally able to activate my online account, which facilitates online bill payment. Getting to this point took, believe it or not, several months of numerous conversations and unfulfilled appeals. Optimum's Customer Service reps were well trained in maintaining upbeat, positive attitudes and exhibiting a "can do", caring demeanor. However, without results, pleasantries lose their sincerity and take on an air of condescension...particularly when one realizes that the reps have been delivering all sizzle and no steak...all smiles, but little service! And, not wanting to "shoot the messenger", I soon learned how to quickly escalate my situation to supervisors who, I prayed, had connections with a "higher authority". I was assured, time and again, that my problem had been fixed and that my next login attempt would be successful. No way...No dice! But I wouldn't give up...I refused to be beaten by "the system", so I persevered, which finally paid off (thanks to an unassuming tech named Logan).

My advice to Optimum management and executives? Please make sure that your customer service reps can deliver more than just a friendly voice and a happy face! After all, the focus of Customer Service is not just on the "customer"....it's also about the "service"! Equip your reps with problem solving skills...or at least train them where to direct customers after they've exhausted all other options. It takes more than a smile to transform frustrated clients into raving fans.

New Model of Business

2008-07-07T16:47:00.002-05:00

Checking up on the same blogs gets tiring after a while, so I decided to give myself a challenge. I wanted to find websites/blogs that provide unique services.

Demogirl is a prime example of a website that has capitalized on the Internet explosion of social applications. Demogirl "creates screencasts that help users get familiar with new web software", or in other words, they create a dummy account and test-drive applications, then share and review their findings.

Iminta acts like an RSS "Queen Bee" feed, where all of your social applications' updates gather. It resembles the "My World" page in Flock, as described in our previous entry Sound Wisdom: Flock Web Browser.

Profilactic is not what it sounds like (but it does offer protection from confusion!). You can find over 186 social applications and businesses listed in a presentable and easy-to-access display.

Just think, none of these services existed two-three years ago!

Microblogging

2008-07-03T12:45:00.003-05:00

Another competitor to Twitter and Plurk just opened up: Identi.ca

But this time it's Open Source.

(cue the diminished suspense chords)

Promises, Promises!

2008-07-03T07:55:00.009-05:00

As I was about to purchase my first online gift card for a friend graduating from college, the following appeared just before checkout:
"Merchants are not sponsors of any gift card program offered by Gifts.com. The merchant gift cards may be subject to additional terms and conditions imposed by the merchant. The list of available merchants may change at any time."
Initially this online store gained my interest based on the scores of well known suppliers, restaurants and retail stores participating in this program. Then, just as I was taking my credit card out of my wallet, the disclaimer took the wind out of my sails and rocked my consumer confidence...to the point where I clicked my browser's back button and exited the site. After all, if my college graduate wanted to use her gift card at Starbuck's (listed as one of the merchants), then I'd certainly expect that cup of coffee to be available...without "additional terms or conditions". Lesson here...don't build your business on a premise or promotion (i.e. a gift card that will be honored by high profile retailers)that may not be supportable.

Watermelon Forever!

2008-07-02T07:38:00.004-05:00

By now you've probably heard the news report that eating watermelon can help with your sex life. Apparently some chemical in watermelon relaxes the blood vessels thus achieving a "Viagra-like" effect. In our continuing effort to provide our customers with the highest quality voice production available, we have directed all our voice talent to eat at least one slice of watermelon per day. We have reason to believe that the chemical enhancement of the watermelon will have a positive effect on their voices that when heard will carry benefits to the listeners. So if you're a Holdcom client, don't get upset when your customers demand that you leave them on hold.

Aspect Calling?

2008-07-01T16:03:00.006-05:00

I just had an outbound Telemarketer call me to follow up on a promotional email piece which Aspect sent me regarding one of their products. As much as I hoped it was a call regarding working directly with Aspect as a value added partner, I figured it was going to be a routine sales call.

Just as I suspected the rep launched into her script and before long I let her know we were not a potential customer but potential partner. Without missing a beat the rep on the phone switched gears and gave me the information I needed for working with Aspect on a partner level. Instead of just giving me a web address, she gave me solid contact information that may well result in a fruitful partnership with Aspect. Good for me, good for Aspect, good for the rep.

She then followed up to verify my contact information. Since she was cordial in helping me navigate within Aspect’s hierarchy, I was more than happy to give her a few more moments of my time.

Kudos to Aspect for a well-trained staff. What I thought was going to be a somewhat negative interaction turned out to be a positive one. Whenever you (or your reps) can turn a negative situation into a positive one, everyone wins.

How are your reps handling calls that take them off script? Are they trained to get them to the right people? Make sure you’re reviewing not only the calls your reps are handling but also the ones that need to be routed to another part of the organization.

The Internet Gets Real (again!)

2008-07-01T11:53:00.008-05:00

For every article lauding the progressive state of the Internet there are one or two pessimists. These debbie downers hail the DotCom Crash, the uncontrollable expansion of webjunk, and the "selling out" of once free website as precursors to an inevitable Web 2.0 disintegration (not the Cure kind, though that is a great album).

Though user-generated data is exponentially increasing, and nickels and dimes are being scattered all over the internet trough AdSense and PayPal, Web 2.0 isn't going anywhere anytime soon. If there are people, there will be content. However, the amount of content, and not its existence, is the problem: there are so many competing social network softwares that it may split the Internet into rival factions instead of a sharing community (magnolia vs. digg).

Yay!

The following article describes how social networking, software, and technology helped New Orleans survivors/volunteers organize and rebuild their city. It is a profound article and shows a physical result from the otherwise intangible Web.

Nay!

The following article says that the crash is already here. Websites are overvalued, or are being sold for three or four times their actual revenue. A bubble is in formation and there are barely any regulations over the transaction of funds for user-generated content. The article is very educational and links to many supporting facts.

Small Business Gets Real

2008-07-01T08:22:00.012-05:00

A little history lesson about Message-On-Hold: Once upon a time, back in the eighties, some telecom geek invented the Music On Hold circuit (MOH) that allowed playing an audio source to callers waiting on hold. (The Hold button had been previously invented by someone trying to ignore an annoying customer but the exact chronology of that has been lost to the ages) After playing the radio for a while someone figured out that a business could use this time to promote their business to their callers on hold. (Around this time, a few companies appeared including Holdcom, to take this idea to a professional level... but I digress.)
So every business could now use their phone to inexpensively promote their products and services to almost every business caller. But alas, not every business. This MOH circuit only existed in key business systems and PBX's, ie. more expensive installed systems. One or two line off the shelf phones did not have MOH "power."
Enter Panasonic riding in on a white horse with a neat little 2 (and 3 line) phone that had a built in Music On Hold input. Now small or home business could sound like the big boys. In the those early years, we sold a bundle of these and the future looked rosy for mom and pop and even mom and pop's kids. But then the sky fell.
Panasonic was getting flack from their key phone system sales, that this neat little off the shelf phone was undermining their more lucrative business key phone sales. Guess what happened next? Faster than a political denial, these phones were off the shelf and sent to oblivion. Like they never existed. Some salespeople at Staples and Officemax refused to deny their existence, but these individuals invariably disappeared shortly thereafter with no forwarding address. The world was once again a better place for key phone system sales. But not for mom and pop.
Fast forward to 2008: A new day is dawning, and a new two line phone is on the market with that simple circuit (MOH) that can help turn your telephone calls into multi-level business promotions and customer service information centers. Yes, all the bullet points we've been espousing for years for "real" businesses with "real" business phone systems including Promote products and services, cross-sell, reduce call abandonment, answer often asked questions, and more, can now be employed by the lone one or two man (person) band working from their home or small office.
And Holdcom has got them and they're packaged with a nifty little MP3 player and custom program. You can check them out at at the Holdcom store.

Maybe Dinosaurs Had Issues

2008-06-30T23:08:00.006-05:00

Changing the topic to... change. A lot of that going on these days in the world of commerce, as the pendulum swings from brick and mortar to zeroes and ones. The digital age is here to stay, ie. it'll either be the end of us or the new beginning, but either way, we'll need to adapt, our language, perception, and way of doing things. But what will become of those who can not change, can't adjust. Ask the dinosaurs. Sure I know there's a theory that a big meteor hit took them out with massive cataclysmic tidal waves, earth quakes, and the like, but what if it was just a bunch of stubborn dinosaurs with too many anxieties who questioned the change of climate, the cooling of the earth, the receding of the mist, and so, NO NO NO NO NO NO. I'm just not going to deal with it. I can't live this way. What if they could have changed, what if they could have just been a bit more open minded, a little bit more abundant in their thinking. Think what it would be like today. Think of the size of the pooper scoopers we'd need. Maybe some things are for the best.

The Yin and Yang of Verbal Abuse

2008-06-30T19:35:00.004-05:00

Audiomarketer has reaffirmed the necessity and value of speech in delivering effective communication (see "My Mother The Car"). But one questions whether technology is challenging its position in the hierarchy of human interaction. After all, "texting" is the rave...and youthful users seem to prefer this mode of digital "conversation" in lieu of their analog vocal chords. And so it is with instant messaging, which has enabled a generation of multi-taskers by stifling the spoken word and eliminating the need to listen. Not to mention that it completely removes visual stimulus (i.e. body language) which comprises a substantial and essential component of "whole" communication. Like food for the masses, our mass communication is hyper processed. The truncation of sentences, phrases and words is deconstructing our language. The art of communication is being transformed, and traditional oral and written conventions are being replaced by new icons conveying new meanings.

On the flip side, however, technology is fueling new opportunities for speech-enabled applications and solutions at an historical pace. Our audio marketing catalogue of products and services has expanded and diversified in ways we never imagined, driven by VoIP voice mail platforms, developments in IVR speech recognition and Telephony call processing; along with rich media websites, Internet audio, Flash and PowerPoint presentations, audio for Virtual Tours, E-training, etc. etc. So, when all is said and done, although technology has provided short cuts and efficiencies that may have contributed to linguistic abuse, it has also enabled new, improved venues for business communications and social networks.

My Mother The Car

2008-06-30T07:44:00.014-05:00

Every once in a while you want to take a moment to make sure your life is relevant (don't panic, this is not going to get metaphysical), in the context that what you are doing is in step with the rest of the world. It's okay to be a step ahead of the world. You'll lead. However, if you're many steps ahead of the world, you may have to wait a while for the payoff, be it recognition, money, pats on the back, or avoiding the Inquisition. (see Galileo, and other early visionaries) On the other hand, if you're out of step or a step or two behind, or more, this is where relevance comes in. In the business world, relevance means offering what is needed (or wanted). So what about voices, the flagship of my business. Voice Production to be exact. A quick trip in my time machine to 1965 when an unbelievably popular (but stupid) TV show called "My Mother The Car" debuted. You can check the link for more background, but the gist was that this dumb husband (almost all husbands on TV are dumb) had a car (1928 Porter convertible) that was the reincarnation of his mother and this car talked to him, gave him advice, annoyed him, etc. But it was okay and the TV audience world ate it up, because instead of a cold blooded machine, we had a car with a soothing woman's voice to comfort us. Flash forward to the present and my most recent automobile (doesn't matter the make, I'm not here to plug the auto industry), and here 43 years later, we still want the soothing "real" voice to give us directions, tell us what radio (or XM) station we're tuned to, the outside temperature... The power of the human voice prevails. And therefore the need to produce it will be around for some time to come. Shwew! So when you take a moment to consider if your business is relevant (we'll leave life relevance out of this for now), make sure its mode of reaching your customer base is relevant as well. Ask my car, she'll tell you.

How To Catch A Star (In The Palm Of Your Hand)

2008-06-29T21:23:00.009-05:00

For all you star gazers out there, I was introduced to a nifty techno toy this weekend at a BBQ for my dear and long time friend, Peter, and his family. Peter's passion for the latest and greatest gadgets...from computer peripherals to portable speaker systems to miniature handheld media displays...is always a source of fascination and discovery. This time he outdid himself by introducing me to a product that at first appeared to be an old style camcorder. Little did I know that this device was awarded the 2007 "Best of Adventure" gear designation by the editors of National Geographic Adventure, for the basic shape and simple design camouflaged its high tech capabilities. Upon closer inspection (along with his guidance), the true functionality of the device was revealed. Indeed this item had nothing to do with recording video. Instead, it utilizes patented technology that combines internal GPS with data from sensors measuring both the magnetic and gravitational fields of the Earth, along with a substantial celestial database, to locate and identify up to 6000 stars (including planets, comets, and other celestial objects) visible to the naked eye. It's nothing short of amazing, and another testimonial to the limitless potential of human invention. Oh, I almost forgot...the product is called the SkyScout Personal Planetarium, by Celestron.

Will Hal Make It To Real Life?

2008-06-28T21:48:00.015-05:00

Thanks to my brother in San Francisco who, unlike his East Coast sibling, reads The New Yorker and periodically snail mails me complete articles cut from the magazine (I assume he's extracting them from his personal subscription copy and not his doctor's waiting room). His most recent long distance contribution, a piece by John Seabrook appearing in the June 23 publication, entitled "Hello Hal...will we ever get a computer we can really talk to?", arrived on my desk the other day. As usual, bro's choice of topic...the state of voice recognition and synthesis...hit the mark. (Some of his previous selections included "single malt scotch" and "flyfishing"... two of my favorite non-professional pastimes.) In his article the author provides an overview of the developments, research and progress, both past and present, that have defined the artificial speech "industry". Although much of my professional work has been dedicated to recording "real" voices (actual voice talents who speak for a living!) for call centers, websites and multi-media, I've always been fascinated with the prospect of synthetic voice and text-to-speech applications, wondering when Hal (or perhaps Halle) will make his/her corporate debut, and complete the transition from 2001 Space Odyssey fame to real life. If you'd like a comprehensive update on the feasibility, check out the article.

If You Build It... Well Who Knows?

2008-06-28T07:30:00.005-05:00

Been reading an article in Rolling Stone magazine about allegations that the founder of Facebook stole the idea for his social networking site from his college dorm mates. Within the context of a lot of Harvard computer nerds pointing fingers at each other, it's an interesting look into how modern/virtual business empires emerge. Whether Zuckerberg, the alleged cheat, cheated or not, the key to his success with Facebook might be that he chose to be a Psychology major instead of a Computer Sciences major. Understanding what makes people tick and why is the reason for Facebook's success, and that's a lesson any businessman needs to understand. With the right knowhow, money, and perseverance, you can build anything and bring anything to market. But will people care?

In Field of Dreams, Ray heard "If you build it, he will come," but that was a movie fantasy and he was working on blind faith. In the real world, or even the virtual world, of commerce, you might want to decide if they will come before you get your hammer and nails.

Between Two Worlds

2008-06-27T16:10:00.004-05:00

So here I am straddling the great business divide from traditional brick and mortar business procedure to the virtual, not in your face Facebook, I'm online, you're online, we're all online, but who cares, somebody cares, someone will care, and when they do care, we'll do business. It feels like 10 minutes ago, plus a lifetime, that my partner and I sat at our desks, making cold calls, by telephone (no, we didn't need to crank them), introducing ourselves with full sentences, and hopefully lots of charm. Now we're flung at hyperspeed into dealing with a whole new unreality where business comes as a byproduct of personal networking... what's your sign, who do you like, what's your favorite color, and oh yeah, would you be interested in my business services, if so I'll text you information R U OK w/ that?

What's great, right now, is that we're doing it both ways at the same time, like listening to Mozart in a Viennese garden and firing up my iPod between movements. I can't wait until 2morrow.

Search Engines and Musicals

2008-06-26T15:09:00.005-05:00

Check out this fascinating treasure trove of "alternative search engines" to Google. Though I am secure in Google's Search Engine Empire, these alternative networks provide insight on future 'perceptions' of the Internet, whether it be P2P or 3-D.

Also, the founders of Holdcom, Neil Fishman and Harvey Edelman, recently rediscovered a video tape of their smash almost-broadway hit, "On the Air". Feel free to check out a highly entertaining scene/song from the show!

Almost all of the actors/actresses continued to become famous in their future careers!

Flock Web Browser

2008-06-26T14:55:00.006-05:00

I attempted to research web browsers and signed up for a one-day crash course, but it spontaneously ended at 4:04 pm.

What I gained from the course was invaluable information on what web-browsers not to use: Internet Explorer is passé and safari has the stability of an egg dropped on to a concrete sidewalk from 50 stories up.

Mozilla Firefox initially took the Internet by storm, supporting a built in email client, Thunderbird. It was fast, easy to use, but lacked innovation: cue the invention of hundreds of additional (mostly superfluous) applications that lay out web loopholes (such as downloading youtube videos, tracking multiple RSS feeds and converting file formats). Though it appears simple, finding user-friendly applications and incorporating the email client is a hassle.

Mozilla Firefox 3 has just been released and broke records, with almost 80 million downloads in the first 24 hours. However, upon reviewing its “new” features:

-comprehensive popup controls
- a tab browsing mode that lets you open several pages
- integrated search (powered by Google);
-a streamlined browser window

I was disappointed and chagrined to discover...well...a lack of things to discover!

I slammed my head against the keyboard several times in frustration. Somehow, I had typed in www.flock.com and to my surprise, it led me to a new web-browser.

In all seriousness, Flock is the dark horse of Web 2.0. It is the most productive, user-friendly, and up-to-date web browser. With a click of a button, you can subscribe to blogs, view media websites, save articles, and check up on social networking sites while browsing the page of your choice. Three distinct sidebars (that you can hide at any time) for media, blogs, and applications like twitter, Facebook, or Flickr, provide second-by-second live updates. You can drag and drop images to post on to the sidebar and poof! They appear on your website! Flock is as fast as Mozilla and doesn't crash like safari, and Mac or PC can support it.

Caution: This web-browser is specifically catered for internet-reared generation Y: the “social animals, shutterbugs, bloggers, media junkies, and news hounds”. Though at times the instant accessibility proves distracting, within a day you can adjust. This web browser blends business with pleasure in a productive, efficient, and fun way.

Moon For The Misanthropic

2008-06-18T09:52:00.004-05:00

If you happen to be a person that can do without people, this may be your time, especially when it comes to being a consumer. Go to the supermarket and you no longer need a clerk to ring up groceries. Visit your favorite department store and price checks are available in any aisle, without the need of sales associate assistance. Rent movies over the internet, develop photos, build your next dream car…Whatever the scenario, the trend seems to be swaying towards “human free” customer service.

How about buying airline tickets? In the past, I would go to either a travel agent or the airline counter to purchase my passage to parts unknown. Today, all I need is my computer. Not only can I buy airline tickets, but also 24 hours before my flight, I can print out my boarding pass. Right there, I’ve “eliminated” 2 or 3 points of human contact.

Arriving at my vacation destination, I can tell you that I needed to purchase admission tickets to enter this destination. Instead of waiting on long lines in the humid sun, I procured my passes online, thus “eliminating” another point of human contact.

When it came time to check out of my hotel, I need not have been present at the front desk. Thanks to the hotel’s computerized checkout system, I simply walked out of the lobby and proceeded to my bus. I even kept my room key as a souvenir.

JP

Secret Diary

2008-06-16T13:29:00.003-05:00

I used to have two lives. One of them is still me, now moving on to his junior year at the University of Rochester. I am still playing a mean saxophone with a side of flute. I am still writing short stories and poetry while trudging through research papers.

My other life began in freshmanyear of high school and fizzled into the background by the summer of senior year. Sometimes I look back on my former life with a smile, sometimes with embarrassment, but mostly with the strange feeling of watching a foreign film with poorly translated subtitles. Or that I'm seeing an alien floating in foggy fluid in a suspended animation chamber.
Now that I think about it, my high school blog years were pretty ridiculous. I'd go to school, come home, eat dinner, do my homework, and have a precious one or two hours before sleep since I had to wake up at 6 am for the bus. During this time I would socialize on the internet because I couldn't go out on school nights. I'd latch on to AIM like mussels on to a dock and surf the billions of seas of the internetz, forming close relationships with individuals from all over the world through Blogger or Xanga or Myspace or Livejournal. At the time these relationships were more real to me than some friendships at school.

But by senior year, my friends began dropping out of the webspace. I found that I had more work; I was so involved with living that I didn't have time checking up on other people's lives. Every equinox when I'd check my blog I'd sneeze from the collected dust.

Now that I am working at Holdcom and browsing Web 2.0, I'm discovering that the thousands of blogs and social networking sights are mostly written and maintained by AAMA (adults approaching middle age) or young teenagers from the ages 13-18 (excluding Facebook, whose market was only accessible to college students. However, even Facebook opened its doors to the web community).

What accounts for this trend? Are blogs escape-pods from the daily grind, or are they semi-secret diaries? Why do people go through “phases” of blogging, sometimes updating everyday, sometimes once every few months?

I think this would make an amazing social research project.

Time for a Swim

2008-06-13T10:50:00.004-05:00

The Internet has replaced community centers like YMCA: it is a virtual playground where creativity rides down the slide backwards, falls into the sand, and doesn't know whether to cry or laugh. An interactive blank slate with an unending audience (or at least those with a stable Internet connection, thank you, Linksys), ranging from well-refined businessmen to desperately bored teenagers.

The opportunities are endless, but this gift may be a double edged sword. If you search “self-publishing” into Google, you will find find hundreds of websites advertising “how to” guides to self-publish or self- produce DVDs, Audio Books, Novels, Newspapers, completely free of “evil, heartless” big business. All you need is a risky investment, scam-insurance, and a filter for the webjunk.

Despite these pitfalls, the Internet is a venue for rising stars. Sites like Youtube and Myspace have led to discovery by record labels and TV personalities: see the case of Esmee Denters and her appearances on Oprah and subsequent signing by Justin Timberlake. Gag videos like Powerthirst, mocking the rise in energy drinks, and Gary Brolsma's peformance of Drgaostea din tei, hit single by the Romanian group O-Zone, have received 3 million – 13 million website hits. Imagine if each person donated one dollar to charity for every website they visited each day.

Now is the crucial time for businesses to establish their web-territory. The time-tested mantra “if you aren't moving ahead, you are behind” has been upgraded to a universal law. More and more people are spending their lives browsing the Internet, so why not take advantage of all it has to offer? MP3s, talking Avatars, flash presentations, striking and eye-catching web-design, and complete interactivity.

Holdcom has jumped on the surfboard by creating our new Online site and through working with companies that specialize in Online tours and talking Avatars. We are still expanding in order to give the customer a fully interactive and customizable experience. Corporations can strip down to their swimsuits and get personal with their customers in this digital age, so why not make some new friends as well as new business?

The End of Vetting

2008-06-13T08:51:00.004-05:00

I'm choosing to use this opportunity to come out of self-imposed blogger exile to extort against the use of the word "vetting". Don't know when it sneaked into general usage, but by now it has infected every human endeavor, from insuring the integrity of political global initiatives to making sure your chocolate chip cookie recipe will result in consistently yummy treats. Think of all the things in your life you should have vetted. For my part, I wish to leave the cookies alone and shine light on the bigger issues that have appropriated "vetting" not as a check point along the way, but nearly the way itself; a seal of approval that distances one from ultimate responsibility. Vetting, in the dictionary, is defined as "to appraise, verify, or check for accuracy, authenticity, validity, etc.: An expert vetted the manuscript before publication." All well in good, however in the real world of business, finance, politics, and the like, it has come to mean, "I/we checked this out as good as I/we could, and since my people tell me it's good to go, I'm going with it, and if blows up in our collective faces, well at least it was vetted, so you can't blame me." So let's stop vetting, and continue to analyze, appraise, view, measure results of, reflect on, and ultimately take responsibility for. Do you vet my drift?

Transition!

2008-06-11T23:06:00.002-05:00

Over ten years Holdcom has expanded from a two man business-in-a-basement to a multi-level office with several departments, such as client relations, production, management, etc. Success is not a secret, but a skill: achieved through staying on top of technological developments and going above and beyond the expectations of clients.

Holdcom's ambitious remodeling of the production studio welcomes in the Mac Invasion; the decades-old war between Microsoft and Apple has reached new proportions. The upper floors of Holdcom's business is run by Microsoft's industrial-oriented system: this is where the script writing, client relations, and the head honchos reside. The underground levels (how appropriate for Apple's hip, musical, and 'youthful' image) is the base for producing, recording, and editing of voice over talents and Messages on hold.

Though Mac attempts to convince its users that it dominates the more creative and user friendly aspects of business, Microsoft is equally as competent. Both are the best of enemies, similar in everything except packaging and presentation. I don't think the problem lies in which system your company is using, but between the keyboard and chair (haha, a little computer programmer humor for all of you).

Our World

2008-06-09T12:15:00.004-05:00

In the spirit of Andrew Carnegie, Holdcom has broken the boundary between business and philanthropy. On May 17th, Holdcom staff participated in the American Society's Cancer Relay for Life. To discover more about our involvement, and to learn more about how you can support cancer research, see the wonderful description of the event in our monthly Newsletter

Generation Y has crossed over from childhood to consumers. Research shows that we are highly concerned with worldly issues, such as the environment, education, poverty, etc. As a proud member of this echo generation, I admit that generally, we are more 'socially conscious'. However, many individuals tout these beliefs as fads, wearing "Save Darfur" t-shirts but not donating a single penny.

This is where well established corporations come in. Quenching a thirst for consumer demand is not the sole duty of businesses: enterprises need to develop a morality that centralizes their vision. By participating in local and nationwide charities, businesses beome real people who care about their clients; they create a venue for discussion and action, empowering their clients and employees.

Holdcom has worked hard to be a friendly, trustworthy, and unique organization made up of individuals who care about their work and their world.

SMOTHER 'EM WITH KINDNESS

2008-05-20T20:35:00.003-05:00

Our client relations' tolerance levels were pushed to their limits recently. One of our online customers received their Holdcom produced, professionally recorded voice prompts for their VoIP phone system and was thrilled with the results...all except for the pronunciation of one word, which happened to be the first of the company's full name. This particular word..."American", phonetically represented in many dictionaries as /əˈmɛrɪkən/ or [uh-mer-i-kuhn], became the focal point of numerous discussions, re-recordings, consultations and ultimately debate with the client. The quest to satisfy this customer escalated to the highest echelon of our organization, and, as a gesture that was part capitulation and part unrelenting commitment to please, a special phone conference was arranged between the customer and the voice talent, with the hope it would produce the right "American". A very straightforward fulfillment process had escalated into a tedious customer service quagmire.

I suppose many company's would have "cut their losses" early on, and perhaps offered a refund for a situation that seemed unproductive, if not irreconcilable. The unfortunate decision to "fire a customer", is sometimes a necessary business choice...arrived at when calculating return on investment. But, ROI is not always measured in terms of immediate profit. And, in this case, our dedication to the customer proved to be worthwhile in achieving the desired fulfillment. And, creating a loyal, if not "raving" fan, as we did with our persistent "American" client, may yield dividends that far exceed the cost of achieving complete satisfaction.

EASY TO BE HARD

2008-05-19T15:39:00.006-05:00

So, the other day a bunch of totally fraudulent charges appeared on my credit card statement, including payments to different cable companies and an online purchase for authentic Aztec tapestry from a Peruvian website (?) It became quickly and painfully apparent that my account had been compromised, so I immediately contacted the Capital One Fraud Department to report the transgression. The customer service rep responded to my frenetic notification with a somewhat aloof, ho hum attitude, and I had to remind myself that mine was just one of thousands of similar calls inundating credit card fraud centers every day. Upon hearing my concern the rep calmed me down with, “Don’t worry about it…happens all the time!” Well, I must say, that was comforting. After all, “misery (along with angst from feeling violated) loves company.”

Being the Good Samaritan that I am, I assured my rep that I’d do whatever was necessary to apprehend the schnook(s) that tried to rip off the system and my net worth. “Not to worry…we’ll take care of it from here. Just need you to fill out a simple form attesting to the fraud.” Sure enough, the non-threatening, if not overly simple form arrived via snail mail a week or so later and was filled out and faxed back before you could count off the numbers on my newly issued credit card. Another week or two passed before I received this notice of resolution: “I’m happy to tell you that your fraud investigation is now resolved and closed.”

What?!?! No court appearance? No firing squad? No chance for retribution or even an apology from the perpetrator??? When I called to question the details of the “resolution”, (after being transferred to Calcutta again) I was only told that the charges were “charged back” to the vendors. There was little, if any sense of accountability for the consequences of a criminal act…except for that Peruvian entrepreneur trying to earn some nuevos soles peddling ancient tapestry.

Kinda makes it easy for the schnooks!

DON'T GIVE UP THE FOLLOW-UP

2008-04-17T15:57:00.003-05:00

Once upon a time direct contact between humans in the work place was the only way to get a job done…whether by answering the phone, typing a letter, or sending a memo. Accountability was inescapable, reinforced by processes that relied upon people interacting with other people. If a message or item didn’t make it from the mail room to the executive suite, somebody’s job was in jeopardy…and the intended recipient didn’t have to search far to determine who dropped the ball.

As technology and automation worked their way into the office, this dynamic changed. Communication, empowered with new efficiencies by advancing technology, has been transformed by the likes of Telephony call processing, IVR systems, Voice Mail, Fax Machines, Email, Text Messaging, etc. Some of these developments provide a convenient buffer for those who are too busy to respond to a request or inquiry in real time. Voice Mail in particular creates the ultimate “hiding place” for office personnel who prefer to abandon the practice of talking on the telephone. Now, don’t get me wrong…I am not a Neo-Luddite making a case for turning back the technological clock. On the contrary, I recognize and value the tremendous advantages and breakthroughs that technology has delivered.

However, technology can divert attention from assuming responsibility for follow-up, particularly in highly automated settings. Email provides a good example, for its relatively reliable and convenient features breed comfort and a sense of security, and hitting “send” often creates “done deal” expectations. However, initiating a process with the click of a mouse may not always guarantee the anticipated result, since successful transmission depends on the complex interaction of software, data flow, bit rates, networks, servers, etc. It is no longer unusual to lose legitimate email in a recipient’s Spam filter “zone” or learn that vital attachments have been orphaned by overly restrictive firewalls.

The bottom line is that acts of confirmation and follow-up, especially in regard to fulfillment of mission critical tasks for high profile clients, continue to be essential. As technology continues to affect how we do business, human accountability and responsibility must be preserved and incorporated into the process.

Obfuscation or Just Not Right

2008-02-27T10:13:00.002-05:00

Being in the audio production/voice production business, occasionally we’ll have a client express dissatisfaction with the performance of a voice talent narrating a script. “She didn’t sound like she sounded on the demo.” “There wasn’t enough energy in her read.” “She sounded bored.” Sometimes the complaint is well-founded, sometimes not. Either way, we’ll review the production and sometimes determine that yes, the read was not up to our standards, she did indeed sound different for whatever reason, it was boring. Meticulous about post-production and the review process, those reads rarely get through, but on occasion they do. Sometimes though, we find that the client had an ulterior motive for complaining about the read. They, the client, made a mistake on their script, or got updates from associates after the script was recorded. And now they’re back pedaling and trying to find a way to get a free fix. So many points to make here: Take responsibility for your actions, haste makes waste, take time to get it right, and even… the customer is always right… not! And pity the poor voice talent who may take the rap for someone else’s mistake. Injustice abounds. Expedience abides. And what a waste. Instead of learning and communicating the actual problem, so it isn’t repeated, we’re left with finger pointing and ill will. Not abundant, not the answer for long term personal and business growth. And I’m not even going to mention Karma.

Naked in the Window

2008-02-25T11:56:00.004-05:00

A friend asked me to help her put up her new shades to replace the old ones. She assumed I would be able to put the new ones up the next evening, so she took the old ones down the next morning. Then something came up and I wasn't able to put up the new shades. Now she has a big unshaded picture window. Moral to the story: Don't trash the old shades until you're sure you can put up the new shades. Metaphorically, don't abandon the old until you're sure you have a replacement ready to go, one that can be implemented in a timely fashion, one that will work, one that will work better than the old.

Now there's a different train of thought that says, get rid of the old so you'll be forced to come up with an alternative. Works sometimes, other times disaster.

Either way, make sure you know what you're doing, unless you're ready to stand naked in front of the window.

"Change"... Not Just Good For Presidential Candidates

2008-01-31T12:50:00.000-05:00

I like to consider myself a fairly conscientious and well-organized person, especially when it comes to my work life. So I was a little surprised when I returned to the office after New Year’s Day and started looking for a vacant space to hang my new 2008 calendar. What I found were the walls of my cubicle completely covered with pages and pages of reminder notes, price lists, and “how to” instructions -- most of which I hadn’t looked at in years! And then I realized that most of the information on these so-called “helpful reminders” was completely outdated. Prices had changed. Certain instructions simply no longer applied. So it was time to purge my workspace of this unnecessary clutter. I made a plan to update these antiquated documents and find a better place to store them – perhaps in an easily accessible binder. Then I looked into my email files to see if I’d find similar clutter. And wow! Was I really still holding onto emails from 1999? These emails were practically a decade old! What purpose was being served in keeping them? In that brief moment of discovery I was reminded yet again, that change can be a good thing. Reorganizing priorities and revisiting business and personal practices can not only streamline your everyday operations, but also improve the way you conduct your business and live your life.

Do I Look Fat In This Dress?

2008-01-09T14:57:00.000-05:00

While working on a household project with my wife the other night, the conversation jumping around from kids schedules to what to eat for dinner tomorrow to this weekends hectic agenda, we somehow got on the topic of actresses. I can’t even remember which one, but my wife said she thought a particular actress was pretty and my comment was “oh yeah, she’s cute.” Then my wife said you know so and so from that show, she’s really beautiful and my comment was “yeah she’s very striking.”

Suddenly I am plunged, rather dragged, deep into a debate about labels and attributes, cute versus pretty, beautiful and striking, and suddenly, like an anvil dropped on my foot, the question: “Well how would you describe me?” “Well," I said, "of course honey, you’re all those things!” No sale. She pressed on, “Okay if you weren’t married to me how would you describe me?”

How did I get here? I was minding my own business working on a project with my wife having a pleasant conversation. The music was playing, The kids were watching a movie. Suddenly I have to answer a question that may determine where I’m sleeping that night.

How many times in business, have you found yourself in a conversation with a customer, not focusing on the matter at hand because you're checking email or talking with someone stopping by your desk to ask you a question? If you’re not 100% present when talking to someone face to face, on the phone, or via virtually, you might find yourself in an awkward position, unprepared to respond properly or primed to respond poorly.

Remember, if you're about to close the biggest deal of the year and your customer suddenly asks, "Do I look fat in this dress?" what are you going to say? You could try, "honey, you're all those things." No sale.

HEARING IS BELIEVING

2007-11-07T22:21:00.000-05:00

I recently called the customer service center of a large Fortune 500 financial services company and was astonished by the quality of the recorded voice that greeted me. Its overtly immature character sounded like that of an adolescent female, and the more I listened, the more I questioned whether this behemoth corporation might be in violation of child labor laws. What kind of image were they trying to project? Had this been a funky girl’s sportswear retailer, or a trendy accessories chain, I might have accepted the approach with much more aplomb. But, this was ridiculous! Here I was, about to entrust this organization with management of my 401K portfolio, and I’m being prompted by some “kid” who sounds like she’s about to pop her bubble gum. Yikes!

Although certainly not the rule, I am nonetheless amazed at how often businesses neglect to properly address this critical first impression that launches the customer experience and ultimately contributes to their bottom line. Yes…we all know the importance and value of a positive first impression…the crucial moment of truth…the first thing you hear…the first thing you see. Of course, for the first time caller…the esteemed “prospect”…chances are that their first exposure to a company is the voice (live or recorded) that greets them on the phone. Why put that responsibility in the mouth of a non-professional? Why look for the first available customer service agent or telecom assistant, closest to the phone room, to record your IVR prompts and assume the role of company spokesperson? Does your Fortune 500 CEO buy a pair of scissors and cut his or her own hair? Does your IT department’s resident Etch-a-Sketch enthusiast render your print ads and PowerPoint presentations?

The next time you even consider “stealing” one of the guys or gals from the jobs they were trained and paid to do, and ask them to leave messages on an IVR system that cost six figures to implement, think about spending what amounts to pocket change on professionally produced prompts. That expensive IVR system is only as strong as it’s weakest voice. And believe me, you and your customers (and your CEO) will hear the difference…all the time.

Technology... Try Harder!

2007-10-23T16:38:00.000-05:00

Once upon a time the choices your customers had was fairly straightforward. Two or three big competitors vying for your customers' business, so by putting out a fairly acceptable product or service at a competitive price, you could count on winning a reasonable share of the business in your industry.

Technology nowadays has given consumers and business customers more options than ever to get the most for their money. In the business world, where the only constant is change, its imperative we keep up with the technology that will enable you to provide the most diverse options for clients, while keeping costs low and flexibility high.

As an audio producer, I know having the latest and greatest gadgets at my disposable gives HOLDCOM a competitive advantage in offering our customers the choices they require. No matter what industry you're in, it's important to stay on top and up to date.

Perhaps its time for new equipment in your business? Maybe a software upgrade? You'll be saving yourself time and money by having resources that perform quickly and efficiently, not to mention the headaches of having to troubleshoot faulty and out of date technology. Or are you just too attached to your floppy drives?

Customer Experience - Sight AND Sound

2007-10-14T07:56:00.000-05:00

Shopping recently for some much needed clothing, I stepped inside one of those big name clothing stores, and immediately felt that I had a mistake in going there. There was clothing all over the floor, items hanging where they didn't belong, left over food and drinks left on racks and shelves. To top it off, the employees were not doing anything to clean up the place or even offer help to customers. I thought to myself, this store wants me to spend my hard earned money and they don't seem to care about the way their store appears or how their sales personnel treat customers.

Well what does your company's physical environment and customer relations say about your company? Taking it a step further, what does your company's call processing and audio environment say about your company? A client entering your business physically may be about to invest substantial time and money with your company. Similarly, a prospect or customer calling in has the same serious intentions. Are you going to let their caller experience be akin to a messy department store with apathetic sales personnel? If so, they may decide this is not a place they wish to shop and take their business elsewhere.

The Holder vs. The Holdee

2007-10-12T16:25:00.000-05:00

As a Message-On-Hold Producer, I often receive very specific requests for background music. In many cases these specific requests reflect the client’s personal tastes… Kanye West, Fall Out Boy, Frank Sinatra, etc. Makes sense, right? I mean, if you are in charge of selecting the music, why not pick something that you enjoy?

While this approach may work at a dinner party, its not necessarily the best approach for you callers on hold. It is important to remember that your music choice is intended for the people who call your business: clients, prospects, associates, etc. It is likely that they may not all share your love for Jay-Z.

Another factor to consider is that your music selection should not be a distraction from your message. If your selection commands too much attention, it shifts the focus from the message that you developed with your HOLDCOM script writer. And the whole point of a Message-On-Hold is to communicate with your callers on hold. The music is there to support this message and help provide an overall enjoyable experience.

So next time you are choosing a music selection for you company, think less about what would make you “rock out” and more about keeping your callers on the line. How often are you on hold at your own company, anyway?

Home Sweet Workspace

2007-10-12T16:17:00.000-05:00

We’ve all been there. You walk into to work and realize you stare at the same things all day and your desk hasn’t changed since the day you started. Except of course for that stapler you “borrowed” and the pile of work due by EOD.

You spend almost as much time at work than you do at home, so why not take the time to personalize your space. Bring in pictures of family and friends, your favorite CD covers, or an inspiring picture by an artist you like.

Bring in pieces that reflect the season, a pumpkin for fall or some flowers for spring. Not only will it bring some change to your daily routines, it’s a great way to strike up conversations with fellow employees and get to know each other on a more personal level.

We all fall into that “zone” every now and then and having familiar items around us, as well as adding some personal spice to your work environment, can keep us feeling more comfortable and relaxed. So the next time you’re on the phone engaged in a difficult conversation, glance over at the picture of you and mom at your high school graduation, and smile.

PHONING FORT LAUDERDALE

2007-10-11T20:37:00.000-05:00

A year ago I never would have imagined myself “blogging” at 7AM on a Sunday. But, as I await the boarding call for my flight to Los Angeles, it seems a very natural (and productive) thing to do. I suppose this says something about the impact of the Internet and technology on our behavior. At any rate, while I have the time, I’m going to vent a bit about a recent experience I had while attempting to return a phone call to the Fort Lauderdale ALAMO Car Rental office. An experience made possible by our fickle friend, technology. Upon my return from a short stay in Florida, I discovered that an ALAMO rep had left a message on my home phone, requesting that I call her back immediately regarding an item left behind in the car that I had rented. Her voice had a sense of urgency, so I wasted no time in getting back to her at that location. She had provided the local phone number, which was also published on their website.

I expected to encounter the usual automated menu options and was not disappointed. I waited for the “if you wish to speak to a representative at our Fort Lauderdale office” prompt and responded accordingly, only to find myself whisked away to a call center in New Delhi, you know where. So, this was why the Alamo rental rates were so attractive! And, had I just wanted to make another reservation, the experience might not have been so frustrating. After all, outsourcing has its benefits, particularly when it comes to cutting costs for businesses, which in turn lightens the load for the consumer. But, if there’s a price for everything, perhaps I was about to pay it. I explained why I was calling, that it had nothing to do with needing to rent a car; that a message from an Alamo representative in Fort Lauderdale had requested a call back regarding a lost and found issue, and that I would like to be transferred to that ALAMO office in Florida…please. “Sure, no problem…” responded a voice in an idiomatic manner accompanied by a thick Hindi accent. OK, so now I’m back at the initial menu thinking I better listen very carefully to make sure I press the correct digit on my phone keypad. “If you wish to speak to a representative at our Fort Lauderdale office, press…” Almost immediately a new voice greeted me. Ah, home at last! Or so I thought…until another non-Floridian accent dashed my expectation. “Would you like to make a reservation?” “No…I’m calling to speak to a representative at the Fort Lauderdale office.” Now, many of us are familiar with the term “voice mail jail”, but it appeared I had entered the twilight zone of outsourcing! Had Fort Lauderdale fallen prey to a tropical storm, a tidal wave…or perhaps a Tsunami? I don’t think so. But, after my third attempt dialing in and still winding up in New Delhi, I gave up. Whatever might have been left in that car in Fort Lauderdale might as well have been left in India!

Love At First Sight... Or Not

2007-10-06T07:13:00.000-05:00

Whether it's meeting Ms. Right (or Mr. Right), buying a house, or making any significant choice in your life, nothing beats the impact of the first impression. How you feel upon first contact, first look, first touch, or first sound, can often never be overridden by all the logical information to follow. Looks and emotional response often trumps socio-economic differences and religion, and first blush shopping for new home often trumps possible troubles with the furnace and ground water. And so it is with making business buying decisions for products and services and establishing new relationships with companies that provide those services.

In business, first impressions often come via that first phone call, and that first phone call often has the caller on hold. That first impression could include what the caller hears on hold. And it may never be overidden by the best prices, the best widget, or the charm of your sales personnel. If the impression is bad enough, you might never get the chance to even show your best. So in love, life, and business, remember Love At First Sight... Or Sound. It can make for a happy ending.

All Of Me

2007-10-05T22:30:00.000-05:00

Women's history is chock-full of struggles of equality - especially when it comes to the workforce.

As a woman of 2007, I too am faced with the contemporary struggle: the need to work while wanting to be there for my child. After all the battles that have been fought by those that came before me that have enabled me to pursue the career of my choice, am I bringing shame upon them by wishing to stay home and watch my baby grow? And what example would I be setting for my daughter if I didn't focus on my career and self-sufficiency?

I know I'm not alone in these thoughts and struggles, and I can only hope that more and more working mothers may have the options I have been presented with, that spare me from making The Choice. Working for a progressive company in the innovative audio marketing industry, my position enables me to twist free from the mom-unfriendly nine to five office structure & use my abilities and brains Working from home, while using my brains, and heart, Living at home.

Log in and take care of business. Log out and nurture. And my daughter gets to SEE all of me. And I get to BE all of me.

We'll Never Say We Told You So

2007-09-28T16:34:00.000-05:00

Following a power outage, one of our clients had their Message-On-Hold system knocked out. Silence on hold, natta. We contacted the client to troubleshoot the problem, but the message was relayed that they didn't have time to look into it. As we do here, we persisted, and continued to call, but every time we did, the client had no time, couldn't even come to the phone. As we pressed, we were told, sorry no time, everyone is involved in a big marketing campaign about to launch. Expensive print pieces going out, inhouse sales force being trained, assembly line being greased for big rush of orders. Message-On-Hold just wasn't a priority. It would have to wait. On the day they put the finishing touches on their campaign, which would launch a day or two later, they turned to us. With some assistance we were able to get their program up and running. But it had outdated promotions, the new promotions weren't even mentioned. And they had no time to get us the new information. Callers were calling in and being put on hold, and opportunities were missed.

SALES TALK – TURNING THE TIDE WITHOUT IT

2007-09-26T12:19:00.000-05:00

I recently had the opportunity to pitch my company’s audio marketing solutions, specifically our core service, Message-On-Hold, to a well-known financial institution with a sizeable number of branches. The prospect of adding a new 100 + multiple-location, high profile client to our roster always gets my adrenalin going, and this case was no exception. Having spent my share of sales experience in numerous conference rooms within this business sector, I anticipated that my presentation might be met by a less than progressive mindset.

As expected, the collective “old school” mentality hit me like an overdose of bad cologne. You could cut the business as usual attitude with a letter opener. What could I say that would stimulate this ho-hum audience?

Nothing. I said nothing. Instead, I ENGAGED them! I had THEM DO SOMETHING…not me…so they didn’t fall asleep. I avoided the impulse to begin this meeting with traditional introductory jabber. I didn’t sell, explain, demonstrate or advise. This may not seem like a revolutionary concept, but instead of saying anything about me or my company, or products and services, I had them read a short paragraph about ROI for a multi-location Message-On-Hold scenario that matched their requirements.

It worked! Somehow that simple activity empowered them, getting them immediately involved in the discovery process, creating an environment of interaction…not one of passive attendance. By the end of the hour, just about everyone at the table was asking questions and exhibiting enthusiasm, and the prospect of doing business evolved from bleak to optimistic. Did I get the sale? Not yet. But as a result of that meeting, we will have the opportunity to implement a trial program at several branches. And that “foot in the door” usually seals the deal!

Ob-La-Di, Ob-La-Da

2007-09-25T15:33:00.000-05:00

Over the weekend, I went to a movie, most of which contained Beatles music. Having gotten there a bit early to get a head start on my laundry-basket sized popcorn, I had the chance to sit there and people watch as the theater filled up with patrons. A few Gen-Xers walked in and found seats. Then some teenagers. A group of thirty-somethings. Then some seniors. Given the very specific genre of movies these days and the audiences that attend them, the demographics of this audience was startling. What had brought us together?

For a little over two hours, compliments of the Beatles music, we were taken on an audio journey and at the end, cheers filled the auditorium. It was a thoroughly entertaining and satisfying movie, but what most amazed me was how a certain body of music had brought all these people into one room; people that I thought wouldn’t necessarily like the Beatles, people that I thought wouldn’t even know who the Beatles were. It reinforced the notion about the power that music and audio has over our lives. A song can unite and define a generation. In this case, it defined and united many generations.

I work for an audio marketing company. We help our clients define and unite demographic groups… generations… customers… people. With A Little Help From Our Friends… professional voice talent.

Do You Have A Backup Plan!

2007-09-18T08:12:00.000-05:00

While photographing my granddaughter's high school graduation, my camera locked up and would not operate, just minutes before she was to receive her diploma.

Scenario 1: This once in a lifetime event passes without me capturing it on film, her mother, my daughter doesn't speak to me for weeks. Her grandmother, my wife, doesn't speak to me for weeks. For a long time afterwards, I lead a silent solitary life, shunned by those I love.

Scenario 2: I use the backup camera I always carry with me for just such an occurance, which allows me to continue photographing this very important, once in a lifetime event. My daughter and my wife are thrilled with the photos and cherish them always. They continue to talk to me, even when I don't want them too. Life is good.

In business, as in everyday life, we all need to have a back up plan in place, because sometimes you only get one chance.

Voicemail or Voicefail?

2007-09-17T16:02:00.000-05:00

SCENARIO: Browsing at flea market. There were two booths nearby to each other selling similar merchandise. I decided to take cards from both of them.

I called the first one and got a voicemail. There was some loud distorted music playing. I could not make out the song. Then a muffled voice asked me to leave a message. I could hear laughing in the background. I tried again thinking I had the wrong number. I got the same greeting. I decided not to leave a message.

I called the second and got voicemail as well. But this voicemail greeting was crisp and clear. It gave me brief information about the booth I had visited and it was obvious that it had been professionally recorded.

What a difference that made in my decision to become their customer. That showed me that they put thought into the way they came across to their customers and prospects, even when they weren't available. True or not, it gave me the impression that their products would be superior to their competitors because they seemed to put more thought into other aspects of their business. I left a message, and later made a purchase.

If you're a person that depends on callers leaving you messages on your voicemail, think about how your voicemail represents you. Does it show that you're professional, or something less? Does it show you and your organization in a good light? The answers to those questions could mean the difference between someone leaving a message... and giving you their business... Or not!

Change Is Good, Change Is Good, Change Is Good...

2007-09-14T13:01:00.000-05:00

Being part of the innovative and ever changing Audio Marketing Industry, we are always trying to get our clients to adjust their business models to accomodate the changes in the market and the changes in technology, to embrace, rather than shun, the "modern market." These changes can be conceptual as we show them how to represent their brand to match an evolving marketplace, or basic and simple like convincing them to upgrade their old Message-On-Hold playback equipment or to upgrade to a more frequent and robust Message-On-Hold update plan. But it's not easy. We all tend to be afraid of change.

At HOLDCOM, we are in the process of facing change ourselves, upgrading our entire software systems that will allow us to communicate with and fulfill our customer's orders as never before. Now the tables have turned, and there is apprehension in the air, some a little frightened, or uncomfortable of moving forward with something different than what we've been used to. But... but... take a deep breath and accept and embrace the future. Abundant thinking will in the end justify the effort of change.

Respect: A Rule For Life and Business

2007-09-14T10:21:00.000-05:00

As I was growing up, I was always taught to be friendly and helpful to other people I meet. I have lived by that rule all my life, whether in or out of work. When at work, I always do my best when solving a technical problem to leave the person I spoke with happy and relieved that their problem has been resolved.

One day after work I went to one of those big name hardware stores with a list of things to purchase. Minutes into my shopping quest, I find myself lost. I look for help, but none is to be found. When I finally locate someone, and explained my problem, that I can not find an item I know the store carries, the store worker blurts out as he walks away, "I am not sure where that item may be, but you can go ask someone down by Aisle 32." At Aisle 32, I'm told by the store worker there, "I have never heard of that item, you need to go down to Aisle 16." I explain how I was sent from Aisle 16 to 32. The response, "I do not know why you were sent here, if we had it, it should be down there," he also spinning on his heels and walking quickly away. Frustrated, I give up and take my business to their competitor.

There is hardly anything more important than customer service in winning and retaining customers, yet many businesses still seem to get failing grades in training and empowering their employees to do the right thing. Take a look at your employees and how they are handing calls and other communication with customers. Finding where an employee may be faltering in dealing with customers may be the difference between business success and failure. Do what it takes to make customers feel wanted.

Is Your Virtual Memory Too Low?

2007-09-13T15:29:00.000-05:00

I walked into an associate’s office yesterday all fired up to ask them something and after we exchanged pleasantries, my mind went blank. I stood there like the proverbial ‘deer in the headlights’ hoping my thought would come back to me, before he began wondering if I had become a mute.

It seems the older and busier I get, the more these momentary lapses or memory delays, as I like to call them, occur. When I was checking email and got a “Your virtual memory is too low” message. Even my computer, as it gets older and has more programs using resident memory, can’t keep up.

As I scanned how many programs are in my system tray (IM programs, malware programs, volume adjustment, etc.) and how many programs are installed on my computer, I realized it’s time to do some routine maintenance on my system. If your system is sluggish or crashing and you don’t want to buy a MAC or switch to Linux, you probably need to do some tuning up and maintenance. Here’s a link to a great site for beginners as well as some seasoned veterans for maintaining and optimizing your computer. http://www.nscseniorsurfers.com/maintenance.htm.
Remember, always backup your data and create a new restore point before doing any computer upgrades or maintenance.

If I could only defrag my brain and check for bad sectors, I wouldn’t have to go back to my desk to remember why I got up in the first place.

Paying The Rent In Nirvana

2007-09-12T07:54:00.000-05:00

I took an evaluation class in Yoga recently to see if it would be right for me. I was looking for a way to get some exercise, stretching, healthier body, more peaceful mind, reduce stress, all that good stuff, and although I had never tried it, the idea and concept of Yoga had always interested me.

I show up for the hour session, fill out a form, pay my $20, and am introduced to this petite Korean woman who will be my instructor. She speaks softly, explains that we all need to “feel” more and “think” less. The routines of Yoga will help me do that. We talk for a while and I find her so reassuring, that I find myself sharing more intimate details of my life in that hour than I had shared with most of the doctors, hair stylists, and friends in my entire life. She is real, genuine, and cares about my well-being. This will be good. I’ll definitely be signing up for at least a 3 month commitment, maybe more. The evaluation, and the stretching, and the conversation continues. New Age music plays in the background, there is a gentle aroma of incense wafting through the air, her voice and reassurance drifts in and out of my consciousness as I unwind, drifting peacefully. She tells me that my muscles are very tight (I know), need more flexibility (I know), and that she can help (I believe). She tells me that in addition to the regular group class that I will be joining, I will require some intensive one on one classes due to my extreme condition. She gets $200 per hour, but she can offer me a package of 10 for under $2000. Am I ready to sign up? Startled back from the suburbs of enlightenment, I offer that I’m not sure I’m ready to make that commitment yet. She nods knowingly, like a slightly disappointed parent, and says, “How about a package of 5?”

For those that remember pre-Ipod, pre-CD music, we now cue the sound of the record player needle being knocked off the vinyl record.

I had been “feeling.” Now I’m “thinking” again. Has this been a sales call in sheep’s clothing. Was I mislead? Did I swing too far and quickly from cynical to naïve and am now slapped back to reality? Is everything a sales call? Or was this just the necessary commerce component of everyday activity in modern life? Afterall, even while I’m exploring other dimensions of consciousness, someone has to pay the rent for the room I’m sitting in. Incense isn’t free.

I left uncommitted, slightly dazed. I started to put my shoes back on that I had left by the door. No she said, please do it outside, you’ll scratch the newly refinished floors.

Yin/Yang

2007-09-11T11:07:00.000-05:00

Imagine this… a loved one has just had a baby at the local hospital. You call the hospital completely ecstatic, ready to speak with your loved one and express your congratulations. While being transferred to your loved one’s room, you hear a pleasant message-on-hold program. Helpful information about the hospital’s many wonderful services… A calm, assuring voice… Soothing, peaceful music… and then, seemingly out of left field, you hear that calm, assuring voice say this: “Approximately 555,500 Americans will die from cancer this year, corresponding to 1,500 deaths per day. Don't let yourself become another statistic to this fatal disease.”

Yes, it’s true that death is a part of life, but did you really want to be reminded of it right then and there? True, what follows such a jarring cancer statistic is information on how the hospital has vast experience in treating this type of disease and how you’re in good hands as one of their patients. But are you paying attention to that? Did you stop listening to the on-hold program right after you heard the rather shocking statistics?

On the flipside, several healthcare professionals that I’ve talked to recently often have a different view on this. Many say it’s important for callers to be educated about such statistics as it reminds them to go for annual screenings and simply take better care of themselves in their daily lives. In fact, many healthcare professionals find it’s their duty as promoters of good health to publicize such statistics, and the more striking the statistics, the better, as it gets peoples’ attention and forces them to seriously think about their health.

I personally don't know if there's a right or wrong answer here. Comments anyone?

Auto Attendants Can Be Our Friends

2007-09-11T09:43:00.000-05:00

Most people I know complain about auto attendants when they must call a business that doesn't use live operators to answer calls. However when auto attendants are designed correctly, with the caller in mind, they can actually be very effective. Most likely, the caller is a current customer or potential customer. They may already be frustrated with a difficult situation and are calling to resolve this situation. Auto attendants should not add to that frustration level. Some auto attendant are like a maze, impossible to escape without hanging up. The script should be kept simple and easily understood. Choices should be kept to a minimum, with an option to speak to a live person, at least during regular business hours. It's also very helpful to offer a company directory so a caller who knows who they want, can get to them directly. After hours it's even more important so they can go direct and leave a voicemail message. The voice on the auto attendant greeting should be professional sounding, speak clearly and at a pleasant audio level--not too loud or too soft. Not all callers hear well, especially the elderly who are generally challenged by auto attendants as it is. Auto attendants designed correctly can handle calls in an efficient, timely manner. Callers can be routed to the proper department or person easily. Ultimately, the way your company's auto attendant processes calls, can play a large part in acquiring, and keeping customers.

Blog Raison d'Etre

2007-09-11T07:26:00.000-05:00

How rare a commodity is clear concise thinking. In a world of information, the ability to filter that information and use it, and express it productively, is at a premium. I had made the request at our weekly staff meeting for ideas and material for blog posts. My exhausted brain cells were drying up, and I needed help. Over the next few days, I received a number of contributions. Their authors seemed to have something to say or a need to say it, but the message wasn't always clear. Drilling down, I think they weren't all clear on exactly what they wanted to say. They knew the general information, they knew the subject was worth exploring, but they didn't seem to be clear about the point of it all. What was the moral of the story?! Just as a story, play, or movie needs a beginning, middle, and end, so does any communication meant to inform, influence, entertain, sadden, etc. Every communication needs an intro, a way to get attention, to briefly let the listener or reader know why you're taking their time. After getting their attention, you explore the subject, look at it from a few sides, sprinkle in some data, history, background. Finally, you reach a conclusion, or reach a conclusion that there is no conclusion. What's good about clear concise writing (or speaking) is that it is the result of clear thinking. If you can't express it so everyone can understand your position, maybe your position isn't clear. Clear thinking can save the world. At least that's my position.

THE HUMAN TOUCH

2007-09-10T12:35:00.001-05:00

One of the more frequent inquiries I receive from prospects interested in professional voice prompt solutions for their business is whether or not they should use an “auto” or “live” attendant (a.k.a. receptionist/operator) to answer inbound phone calls.

Many developments and “advances” in technology are accompanied by the “double-edged sword” of pros and cons… for every improvement and benefit, there is usually a resulting downside or undesirable by-product. Auto-attendant, often the first and most critical step in any call processing environment, is not immune from this dilemma. Its very position and exposure in the communications pipeline elicit intense scrutiny from the consumer audience. It is on the “front lines” of most call centers and businesses, and provides an immediate impression…good, bad or indifferent…to the inbound phone caller. So, the question is a valid one that requires considerable evaluation and assessment of your company’s resources and customer service philosophy.

A number of issues to consider in your decision to go “live” or “auto”, include: overall cost, staffing, efficiency, reliability, flexibility and customer perferences, fulfillment and satisfaction. Most important, put yourself “in the shoes” of your clients. Think about your own consumer experiences and how you would like your call “processed’. As much as I generally enjoy speaking with a “live” human being and prefer assistance from a real person, there have been occasions when self service and the ability to route myself via professionally recorded menu-driven options have better suited my needs. It’s all about creating a positive, productive customer experience within the scope of your business resources. Whatever your decision, don’t underestimate the importance and value of “the first voice you hear”.

Once Upon A Time... On The Phone.

2007-09-07T15:43:00.000-05:00

Once upon a time, there were three sheep. All brothers, they had each ventured into the business world, selling faux sheepskin jackets. The brothers set up offices throughout the countryside, spared no expense in advertising and implemented only state of the art phones, faxes and computers.

A wolf decided to buy a faux sheepskin jacket and saw an ad placed by the Sheep brothers. “THREE GREAT LOCATIONS TO SERVE YOU BEST” read the headline and gave out three separate phone numbers. The wolf called the first office, spoke to a helpful representative and asked for a jacket in his size. “Please hold” said the representative and the wolf sat in silence for about two minutes. Not knowing if the representative was still on the other end of the phone, he became slightly frustrated and hung up.

So the wolf called the second number and spoke to another friendly representative. Explaining his need for a jacket in his size, the representative needed to place him on hold and check the stock room. Expecting silence, the wolf was surprised to hear his least favorite country song, coming from what sounded like a radio on the other end of the phone. After a few minutes, the representative returned and said they had no jackets in stock that matched the wolf’s size, but by that time, the wolf wouldn't have bought the jacket from them anyway, so incensed was he listening to bad country music.

When the wolf called office number three, there was no friendly representative to answer the call. Instead he heard a crisp professional voice announce the company name and department menu. His call was quickly answered and when the representative placed the call on hold, the wolf heard an informative message about the company, including new items up for sale. The wolf was so impressed, he bought two jackets, some slippers and a sheepskin hat. A few days later, he received his items and went to each sheep’s office…he didn’t eat the sheep, but instead bought the franchise out and became wealthy beyond his imagination. Ah…the power of Audio Marketing.

Sleepy In Queueville?!

2007-09-07T15:41:00.000-05:00

Ever call one of your service providers and finally get directed to the department in which you need to be and once you are there sit in dead silence falling asleep waiting and waiting for someone to pick up the call?? Well I personally hate falling asleep when I have to wait 15 minutes for someone to give me the message that they closed one hour before I called...RrrggghhhMessage-On-Hold or Auto Attendants are an effective way to communicate vital and useful information to your clients. You can add hours of operation, information on services provided, payment methods excepted, directions or even have client's boasting about the positive experience they have had dealing with your company...So tell me, would you rather hear Silence-On-Hold? Or the information you just might be calling in to find out about??

Business 101

2007-09-06T13:48:00.000-05:00

A current business prospect at a Fortune 1000 company with over 500 business locations informed me that one of the major decision makers at the company expressed the feeling that they could implement Message-on-Hold services in-house and did not need to contract with a company like ours. He thought his staff could do it better for less money. There was so many ways to respond to this line of thinking, I didn't know where to begin, so I went to lunch. Sitting at my table in the bustling dining room (I may be dramatizing a bit), I thought about how many people walk out of a restaurant and decide it would be easy and fun to open their own restaurant. "Afterall," they think, "I know how to cook, I can talk to people, I know how to set a dinner table, how hard can it be?" Judging by the percentage of start-up restaurant failures, I guess it's harder than it looks. Guess it's more than making sure there's enough garlic in the scampi. Every business venture is a world unto its own, with details in that world that have to be learned, experienced, or hired. One way or another you're going to pay, and it's going to take time, and take time away from what you do best. If you've got the time, got the money to waste, the personnel to divert, and think your primary business (the one that pays for your house, dinner, and kid's camp) can stand the hit, then go it alone. Otherwise, trust the experts, find the right vendor, and go with them. Do what you do best, so you can afford to go to that expensive restaurant at the end of the day. The one you decided not to open.

All You Need Is Love... err... Communication, dun,du,du,du,dum.

2007-08-21T07:34:00.000-05:00

It's been a rough summer in this part of the universe (not business, but almost everything else), and the two things I've learned, I already knew... you can't control anything (which is not really helpful information in this context), and communication, honest communication can help avoid and solve a lot of problems. Conversely, poor communication, or dishonest, agenda-driven communication can spawn a lot of problems. From everyday communication with co-workers, to deeper felt interaction with loved ones, there will always be a premium on thinking clearly, and expressing those thoughts and feelings, forthrightly (I love that word). So start by being honest with yourself and your situation and then use your abilities and the available means to convey those thoughts clearly and distinctly to their intended target. And if it requires a Hallmark card to tell someone you love them, or hiring a team of advertising consultants to let the buying public know what your product can really do for them, use everything at your disposal to get it out, get it right, and make it real.

Dollar-wise, Hold-foolish

2007-07-26T12:49:00.000-05:00

Consider the Advertising budgets of some big name companies. Sparing no expense, they employ techniques to grab your attention, peak your interest and influence your spending. However, that’s where the razzle-dazzle ends for some companies.
Here’s an example. XYZ Company sells kitchen knives and produces a hip, eye-popping commercial, with their knives cutting beer cans, watermelon and tree branches. The
toll-free number flashes on the screen, you rush to your phone and dial and now you’re in queue to buy the knives. Your hold time is estimated at 5 minutes and during that time, all you hear is music…the same tune, over and over and over, so much that you start to hum along. But here is the perfect opportunity to make the most of that hold time with a Customized Message-On-Hold program. Up sell more products, direct clients to your web site, promote your latest catalog. The possibilities are endless.
One more point…even if you SAY or WISH you never had hold time, there will always be that one instance where a caller is left on hold for more than 30 seconds.
With today’s ever-changing media environment, any opportunity to capture your audience should be taken. Message-On-Hold presents such an opportunity.

Discovering Audio

2007-07-17T12:33:00.000-05:00

It seems as if other companies have discovered how professionally recorded voice prompts can add an extra polish to their corporate image:
http://blog.tmcnet.com/blog/rich-tehrani/voip/packet8-voice-recording.html

When the average person quests across the Internet searching for information about a corporation and they arrive at the corporation’s home page, one would think that their mission would then be completed. However, the person is usually met with an extensive front page crammed full with hundreds of links redirecting the user to 404-error cobweb-draped dead-ends or some obscure corner of the website that hasn’t been updated in several months. If that isn’t bad enough, even with a sitemap and GPS one can’t find the information specific enough to fit their query.

The key to a successful web-site and business structure is a refined and logical simplicity. Clients or web-surfers may see recorded voice prompts on a website as minor nuisances reminiscent of the pop-up epidemic of the late 1990’s, but audio allows a corporation to be more versatile in designing their web-site. Audio can be used to guide the user through the thick brambles of hyperlinks and size 8 point font, to convey important information quickly, and to add an aesthetic, calming, and human quality to the oftentimes impersonal ritual of Web-browsing. Professionally recorded voice prompts on a website show that the company is up to date with technological trends and demonstrates their wish to make their client feel more comfortable.

Spread the word!

The Voice For Art and Commerce

2007-06-25T14:57:00.000-05:00

As a company that specializes in audio marketing services and voice production, we recognize the multiple personalities of the voice. We cater to its enigmatic aura, its mysterious ability to seduce a person’s attention, while simultaneously coping with its fickle rhythms, tones, timbres, and styles. The voice is not only the "audible source of acoustic energy" produced by the vibration of the vocal chords as air passes through (as good old Wikipedia sums up for us in its treatise on the laryngeal system). The voice is seen (or heard) as an instrument, a tool of communication, a symbol of achievement; more importantly, as an art form.

Of course, a force as powerful as the voice isn’t the easiest thing to shape, cut, and squeeze into a nice little package you hear on the other end of the line while waiting to argue with a bank executive about your wrongfully bounced checks or impatiently grinding your teeth for your call to go through so you can be number 1,345 and win that brand new car. The refined and crisp clean voice productions you hear while waiting on hold must go through a process before they can be released to the public, and that is where the post-production team comes in.

After each voice production is recorded, the post-production team must go listen through the file erasing any audible background white-noise or any breaths. They can speed up or slow down the voice, raise or lower the pitch, cut out swathes of the file and re-paste it at another point in the recording, add music, insert silence or cross-fade certain sections; these functions being a small example of all the possible editing techniques. A female soprano can be transformed into a male bass easily, while still maintaining the organic texture of the voice (scary, if you think about it).

It is sometimes amazing to think about all the behind-the-scenes editing, production, reviewing, and final preparation needed to produce a single four-minute recording. But it's important to remember that despite the malleability that the editing software allows, the production team rarely changes the original quality of the voice: that quality that made it distinct in the first place, that quality that augments it's power to communicate and persuade.

Audio In Business - Cinderella

2007-06-22T08:16:00.000-05:00

It happened again. A client called to tell us that they need us to consult with their internal people to discuss improving their call center call processing which included changing the voice being used. It turns out that the designer of the system was somewhat stubborn about the fact that her call processing design worked and that her voice (her own voice) worked. Everyone in the organization but her knows it doesn't work but no one seems able to tell her. So we're being brought in. And that's fine. What's startling is that if this were a brochure or marketing booklet (ie. traditional marketing material) the powers that be wouldn't have let this situation last a week, much less the many months of this current situation. They would have reasoned, rightly, that the poor design or poor content or poor execution of the print piece was reflecting badly on their organization, costing them business and positive brand awareness. But since this current situation is audio, on the phone, somehow the powers tolerate it. "It's only the phone." "They're just voice prompts." "Her voice isn't so bad." "Whatever they hear on hold is fine." (insert scream)

Your business is judged every day by the people that interact with it. They see it and they hear it, and in many cases they hear it more than see it. Often, their first (and possibly last) interaction with your business may be that first phone call where they hear your business represented by a voice and by a series of well thought out prompts, and an information Message should they be waiting on hold or in queue.

Audio implementation (for telecommunications, the Web, or other applications) in business is often Cinderella before the ball gown, the pumpkin coach, and the once-mice coachmen: Alone in the corner covered in cinders, while the wicked (less effective) sisters get all the attention. But when you dress up Cinderella and she gets to dance at the ball, guess who gets the Prince?!

Words Count

2007-06-18T08:59:00.000-05:00

One of the most underestimated aspects of the script writing process involves the relationship between content and delivery. Will a script be expressed as printed text or the spoken word? Perceived via sight or sound? Intended for a reading or listening audience?

Answering these questions is critical in achieving successful communicaton. Scripts conceived and written with the ultimate application (sight vs. sound) and objectives (e.g. selling, influencing, challenging, pacifying, etc.) in mind will ultimately better suit the planned medium.

“Sticky” Not So Tricky

2007-06-14T14:19:00.000-05:00

I had a conversation today with one of our partners who utilizes our professional recordings on their website to add descriptions and details about his clients items. Frustrated that his clients weren’t seeing the value in adding audio to their items, I went looking for some concrete information to help him explain this to his customers.

Posted last month at onlinemerchantnetwork.com’s blog, this is a great article entitled “Make Your Site “Sticky” Using New Tech Tools” By Eric A. Taub.

With so many companies selling so many products, retailers have to make their sites “sticky,” said Ramon Ray, the editor of smallbiztechnology.com, which helps businesses use technology to grow. Ray recommends that owners provide extensive information about their products or services throughout their websites. Links to case studies or white papers are “a good way to bring the story out,” he said. Displaying relevant video clips from YouTube or other web video services also helps. Short audio clips with a “play” button, placed next to a product’s logo, can add interest.

Take a look at your site and see how you can make it more “sticky”.

TECHNOLOGY FOR TALKERS

2007-06-13T15:27:00.000-05:00

An article published on CNN.com at:

http://www.cnn.com/2007/BUSINESS/06/11/voice.actors/index.html?section=cnn_latest

applauds the benefits that technology has provided voice over entrepreneurs in recent years. One of the talents cited by freelance reporter/writer Steve Mollman is Holdcom's very own Maureen "Mo" Egan:

"Maureen Egan has been in the voice business for 20 years. "In 1985, there were no podcasts," she notes. "No one had a Web site. Today I regularly voice a podcast for a high-tech client, which they share on their Web site as a value-added service."

She also does e-learning narration for companies in Singapore and Australia, and in the Middle East her voice can be heard on phone-messaging systems. In some U.S. stores she's the voice on a point-of-sales video describing a workout machine (the original was in Cantonese)."

Holdcom has benefited from this "paradigm shift" that has liberated and expanded the voice talent/production industry, and welcomes the remote access, efficiency and availability it has created...truly a win-win-win situation. Good for VO talent, producers and endusers alike!

3 Strikes You're Out

2007-06-13T10:22:00.000-05:00

Major league baseball may be hitting it's mid-season stride, but for many moms and dads June is the end of their Little League season and the return to a normal schedule. Gone are the Snack Stand Dinners and racing from field to field to watch Johnny and Suzie score the winning run.

With 3 boys playing baseball at 3 different levels it's been a long season for our family. Especially for my 9 year old son. Twice a week they would play, and twice a week they would lose. Every game seemed to be a rerun of the last one. Sometimes they would score early and they would get their hopes up that this might be the day they were going to win. Nothing was worse then the night they played the only other team in the league which hadn't won any games. At least one team went home happy that night. Unfortunately it wasn't my son's team. Then one game the head coach was away on business. So his assistant coach made some changes. Small changes, but changes none the less. They won the game that night and every night when the assistant coach was in charge. There won't be any trophies for his team this year, but they never quit and got some wins to be proud of.

Are you getting the same results in your business day after day? Whether you want to make more sales or increase your marketshare, you may need to change what you are doing in order to get DIFFERENT results. If you follow the same process, you'll continue to get the same results. Change your point of view and look at things from a different perspective. Even small changes can result in a different outcome. Get your staff together and figure out what's not working and then change it. Making a change could bring your team the trophy this season.

Where's the Cheese?

2007-06-12T11:56:00.000-05:00

I went to dinner Sunday night with my family at our favorite Mexican Restaurant Jose Tejas. Now they have great food, but as a father of five children I love it because it is fast, cheap, and kid friendly (loud). Now when you have five kids, going out to eat really isn't about a relaxing evening out, it's more about not having to cook dinner. So when we sit down, we already know what the kids are having and we usually have one or two favorite items in mind for ourselves. There's about a 60 minute window in which our kids will all get along and not fuss in a restaurant. So we want to get in and out as quickly as possible.

When the server came over to greet us and take our order, my wife sat on the edge of her seat and began firing off what the kids wanted like a Sotheby's auctioneer. As she was taking a head count on cheeseburgers, we could see we had lost the server. He had been trained to come to the table with chips and salsa and then take the drink order. He could not process entrees AND drinks at the same time. So he stopped her mid-sentence and asked for just the drink order. She asked him if she could just do everything at once to make it easier for her. He informed her he would take the dinner orders, AFTER he took the drink orders. Frustrated, my wife spun around and confirmed with our oldest son how many Cokes and how many Orange sodas we needed. But the damage had already been done. His inability to make a minor adjustment to accommodate our ordering style made my wife lose confidence in his abilities as a server. Sensing my wife's frustration he became a little nervous. The chain of events that ensued made us lose more confidence in his ability. And the more the server tried to overcome our frustrations the more mistakes he made. So when we would normally think the chef forgot the cheese on the burgers, we now felt like it was another mistake on our servers part. He might be a great server, but we didn't have that experience.

Are you training your employees to follow a rigid process even if your customer wants a little flexibility? Make sure your customer rep's can make adjustments to accommodate your customers' needs. Not every customer sees things the same way. Teach your staff to match and mirror the language and style of the client they are talking to. If you are sensitive to what your customers want, they'll be customers for a lifetime.

Thinking About Backing Up

2007-06-12T11:35:00.000-05:00

The time to start thinking about backing up your data is yesterday! As the director of operations, I often get asked about by associates and friends and family, should I be backing up my data? Whether it's pictures or music or sensitive company data, you can't count on it always being there. Whether you are a business owner or subtle computer user, you need to back up your data before you lose it. If you don't have a back up, stop reading this blog and backup your data NOW. If you do have a back up, check to see how old it is.

I recently had an experience where a users hard drive just stopped working. No warning. No messages to ask if the data had been backed up. Just a blue screen. After a frustrating morning trying to view the data on the hard drive, I was faced with the reality that we needed to restore the data. As we went to the back, we quickly realized the program we were using had not been checked and verified. So the most recent back up was way too old to even matter.

There are services you can sign up for to back up your data as well as programs you can buy that makes frequent back ups of your data. Some simple solutions are simply getting another hard drive for your computer and backing up your important data. External drives, even thumb drives are large enough now that you can store import files on and have a working backup. How about that old computer that you can't seem to part with. Turn it into a back-up for your important files.

Today's lesson, don't wait until it's too late. And don't assume your back up is current. Make sure you test it!

What Can The Last Episode of The Sopranos Tell You About Business?

2007-06-11T17:20:00.000-05:00

All I've been hearing all day is criticism of the last episode of the Sopranos. Why? It didn't fulfill expectations. How could it? Talk about Mission Impossible. In life, love, and business, expectations are created and then they grow and then they take on a life of their own. And then along comes reality. When one sells, in business, or life... or love, you create expectations, but unless they're realistic, disappointment will follow. How that disappointent manifests itself and how that disappointment is processed, or controlled, is the next story. Disappointment is not fertile ground for long-lasting business relationships. Keep expectations realistic. Keep it real.
ps. I thought the ending was terrific. On an optimistic note, it allowed for all possibilities, even Tony getting whacked in front of his family and falling face first on his cheeseburger. It was the dramatic equivalent of Manna. Don't stop believin'!!

Your Call Is Important To Us

2007-06-08T09:15:00.000-05:00

We've all heard this while waiting on hold at one time or another. In fact, you may even have this greeting in your message-on-hold program. (You do have a message-on-hold program running at your business, right?!! No? Then take two business growth steps back and call me in the morning. But I digress...) If you are using that phrase, think twice about including it in your next script update. Although at one time this greeting may have been considered a polite on-hold expression, today it most often comes across as an "obligatory" catch phrase used to simply fill up time.

Even when sincere, phrases like "Your call is important to us" do little more than remind callers they're waiting for you. You don't want your callers to think they're waiting in limbo. Rather, you want them to know their call is being transitioned to the proper party or acted upon directly.

Make more productive use of the time your callers spend on hold. Use that time to inform them about special aspects of your company they may not know about. Make hold time count!

A Dish Best Served Calm and Fresh

2007-06-07T10:13:00.000-05:00

A few words about getting the most out of Message-On-Hold communication... When selecting music for Message-On-Hold applications, think "background," not "drama." Choose selections that are relatively consistent in volume. Avoid music themes that have dramatic crescendos and very quiet passages - especially if you have a lot of copy in your message. Many classical and orchestral music selections have this type of variety. Although the volume can be adjusted to compensate, in many cases the dramatic effect that the music creates can conflict with the message itself. If you want to sound hip, intelligent, or upscale, that's fine. Just be sure to select music selections that are consistent with your corporate or organizational identity. When in doubt, stick with the middle of the road like easy listening, light jazz, or uptempo contemporary. And don't forget to update your script and music selections frequently to keep your Message-On-Hold program fresh and effective.

All Work and No Play....

2007-06-06T11:17:00.000-05:00

As important as it to work hard it is equally important to take a break. In today’s marketplace nobody seems to take a real vacation anymore. They check email, messages, cut short their time and basically think if they take too much time away, things will fall apart. However, experts agree that it is vital to truly take time away to decompress. They believe you need two weeks and while that may be hard to swallow, a weekend break is not going to cut it. So, to be a truly productive employee, plan that vacation and wherever you go, make sure you get away from the office.

Have I Got A Voice For You

2007-06-05T20:45:00.000-05:00

As a principal of a company that employs many voice talents, I'm frequently approached by individuals who ask me how they can get into the "voice over biz." Used to be you had to spend some money and book time at a recording studio, cut a demo tape, make a lot of cassette copies with a snappy looking logo and a toll free number like 800nicepipes. With modern technology now, you can record the demo yourself on your own pc and email your audio file to companies like mine seeking voice talent... as long as you have a decent microphone, audio software, and broadband access. Oh, and did I mention, you need to have a voice, and one more thing, you need to be able to read printed words. Well. Let's cover those last two one more time. The voice. The instrument. Voices come in a lot of flavors, but mostly they need to stand out from the pack, while possessing a tone and timber that is nice to listen to. Or if not nice, has something that makes people want to listen. So that's first. The voice. But there's that other thing too. You need to be able to read. Read words out loud, sometimes on the first read through (ie. "cold read"). And your reading needs to be clear, understandable, with rhythm, pacing, and phrasing that is compelling to the ear. Are you still with me? So if you're an aspiring voice talent, and you think you have the instrument (the voice), and you're confident you can read copy of all kinds without huffing, puffing, clicking, gasping, or any other type of non-verbal sound the human mouth can make, and you've got or can get your hands on the necessary pc, software, and microphone to go to work, then check out some of the popular voice talent portals: Voice123, Voices.com, or maybe even the new kid on the block Bestvoices.com. We'll be listening for you.

The Truth About Music Usage

2007-06-04T21:55:00.000-05:00

In case you're interested, here are some common myths and misunderstandings about music use in business.

Myth: "I can use this music for free because I found it on the internet".
Fact: No. All music found on the internet is under copyright, unless it specifically states otherwise. In fact, even if it does specifically state otherwise, this statement is probably wrong. (Meaning that the music is probably actually under copyright even if the web site where you found it says that it isn't).

Myth: "I can use this music for free because the composer is dead."
Fact: No. The copyright in a music composition lives for many years after the composer has died. The number of years vary from country to country, but is generally around 50-75 years from the death of the composer. And even then, you can't just take a recording of that music and use it as you wish, becasue there are two copyrights in every musical recording: A copyright in the composition, and a copyright in the recording. The copyright in the recording never expires.

Myth: "Nobody will care if I bend the rules, because I'm just a small fish".
Fact: Quite the opposite. Copyright owners have in recent years specifically targeted "small fish" companies and persons with lawsuits, as they are keen to show a zero tolerance policy on misuse of copyrighted music.

Myth: "As long as I don't use more than 10 seconds, it is legal."
Fact: No. There is no length of music use, be it performance, copying, sampling or any other use, for which you don't need to clear the music rights. There are rumours that say it's okay if it's under 30 seconds, or under 7 seconds, etc. The fact is, there is no such time limit.

Myth: "As long as I don't make money on my project, it's okay to use copyrighted music."
Fact: No. When you are using uncleared / copyrighted music in your project, even if it's a free web site, a free game, a free home video or any other project in which other people will be able to hear the music, you need to clear the music, even though you are not making a cent on the project. The issue here is that you are enabling other people to hear music that they didn't purchase. Therefore you are breaking copyright law, no matter if your project is free or paid-for.
"But how about radio stations? They also enable people to hear music that they didn't purchase!"
Radio stations pay an annual license fee for their rights to broadcast music. The license they pay depends on how many people their radio station can reach. Parts of this license fee is paid to the music composers and publishers.

Don't Cut Your Own Hair

2007-05-31T15:52:00.000-05:00

Looking for some other blogs dealing with the benefits of audio marketing, I came across an article about adding narration to webpages to make them more effective. The article was written by John Jantsch, the proprietor of the website (and blog) www.ducttapemarketing.com. It's a nice article about the power of audio but falls short by suggesting that business owners use their own voice rather than professional voice talent. Here's where I trot out my well-worn analogies such as the one I told the hair salon owner when he told me he just learned he could record his own Message-On-Hold program and didn't require my company's services any longer: "Yes," I said dramatically, "and I just learned that I can take these scissors (holding scissors menacingly for effect) and... and... cut my own hair." With hairspray and emotions in the air, I didn't get the sale, but he got the point.

But you don't have to think while inhaling hairspray. Why would you want to position and promote your business with anything less than the best you can do?! Unless you're James Earl Jones, get a pro. There are a number of companies ready to serve you. I know a few.

Repercussions

2007-05-24T17:05:00.000-05:00

It's amazing the chain of events that can be set in motion by one small detail being changed. What seems like a flawless plan, suddenly turns into a series of not so flawless effects and events, that not even the grandest Grand Master could anticipate. So what to do? Have back up plans, plan contingencies, and stay flexible and light on your feet, so you can turn on a dime, go for broke, or circle the wagons, as the situation presents itself. Good in life, good in business.

Keep It Simple

2007-05-23T15:36:00.001-05:00

As someone who spent his formative years in a strictly analog world, with just a passing interest in technology, I somehow managed to survive the paradigm shift to a digital reality. As a musician/producer/composer, the benefits of bits and bytes were apparent, creatively and economically. Over time, many, if not most digital developments and gadgets proved to be extremely useful and worthwhile; others were trendy and ephemeral, succumbing to an over-emphasis on bells and whistles rather than nuts and bolts functionality. After all, a tool’s value is measured by its ability to get a job done effectively and efficiently.

And so, in this rapidly evolving landscape of Internet-based, self-service solutions, design, reliability, speed and ease of use become critical aspects. The user-interface for the online “tool” must be sophisticated yet simple, comprehensive yet concise. HOLDCOM has invested years developing just such a solution in its online audio production store. We invite our clients’ feedback and remain diligent in our quest to optimize their online transactions and e-commerce experiences.

Let's Throw a Confetti Party

2007-05-17T08:11:00.000-05:00

Heard on the radio this morning that the generation that grew up with parents bent on building their offsprings' self esteem by constantly praising them for achievements, large, small, and hardly at all, are now in the workforce. And whaddaya they want? Praise. But not just praise for achievement. They want praise for showing up, praise for being on time, praise for not making off with the company funds (I exaggerate). So corporations are throwing confetti parties for individuals telling them how great they are. Not sure how pervasive this is and where it goes, as I arrived at work before I could hear the entire report. But if you want something, you have to give something and you have to give people what they want... or need.

Everyone Wants To Light a Candle

2007-05-16T20:30:00.000-05:00

Hosted a family celebration the other day with a candle lighting ceremony. I had my own idea about who should be selected to light the candles. Problem was, not everybody bought into my personal candle lighting format. People were slighted and feelings were hurt. I defended my position. In the end, after running the gamut from incomprehension to aggravation to guilt, I apologized, admitted an oversight, and all was right with the world. Can't expect the world (family, employees, customers, etc.) to see things your way all the time. Open the portals of your senses. Share the love. Be abundant.

Beginnings - Part I

2007-05-10T14:06:00.000-05:00

Long ago and far away in a distant galaxy, my partner and I wrote musicals with the goal of getting to Broadway. We would make people laugh, and cry, and think, and riches would be ours. We never quite got to Broadway, one "Off" too many was our best shot, with a handful of "missed it by this much." Along the way, we picked up the trappings of real life, wives, kids, mortgages, and one day the intermittent royalties and onesy gigs just didn't cut it. But we wanted to make people laugh, and cry, and think... We altered our sights and decided ultimately that we wanted to communicate. We could write, we could produce, we had access to actors and voice professionals. So we applied our talents, our skills, and our resources to business and discovered an ongoing way to communicate and help businesses to communicate. Nowadays we try not to make anyone cry, occasionally we elicit laugher, but always we want people to think, and consider the possibilities for growth. And grow we have (did you get the Yoda syntax?).

Walk Before You Run

2007-05-09T15:03:00.000-05:00

If you've decided to improve your business's call processing and want to implement a robust IVR (interactive voice response) system, you're going to want to ultimately use professional voices. But first use yours, or someone handy. Even if you're an experienced phone consultant (or a prophet), you're never going to follow every nuance of human behavior, or folly, until you test and measure. So set up your system, live or as a test site, with the workings that will send your callers where you want them, then sit back and wait and see how it works. Tweak as necessary, and then when it's right, call in the pros to take it to the next level with elegant, professionally voiced and produced voice prompts that will reflect positively on your business and the way you conduct business.

Misconceptions

2007-05-09T14:48:00.000-05:00

A virtual PBX does not mean you don't need a Message-On-Hold program. There, I've said it. Every business line has it's common misconceptions and myths and in my industry, audio marketing services, there are many. Trouble is, Message-On-Hold is not a commonly discussed topic (very little time around the water cooler), so the misconceptions are born, then grow up and go out into the world with no parental guidance. Often, I hear business owners explain how they don't need Message-On-Hold because they don't put callers on hold, or they rarely put callers on hold. The truth is that his staff rarely put him on hold. "Quick pick up Mr. Paycheck off hold." For Pattie Prospect it's a different story. Try to explain otherwise and you're suddenly a salesman (in the negative sense), making up reality to suit your agenda. Eventually though truth triumphs, communication is implemented, businesses grow, and the reluctant business owner (who may have held you off for a decade or so), admits his gaffe. So back to virtal PBX. It's a virtual phone system. To the caller, it feels like a "brick and mortar" phone system (with more features) but it still puts callers on hold, or in queue, so talk to them.

Audio Everywhere For Business

2007-05-03T16:37:00.000-05:00

Business requests for our voice productions have grown far and wide, more than we could have ever imagined. We talk for animated characters/avatars on websites (courtesy of our partner www.oddcast.com), real estate agents want their homes to talk to buyers now, of course webpages talk, and we've always talked, communicated, and influenced caller/customers waiting on telephone hold. Now with virtual PBX's (ie. telephones) they still need real voices to guide callers, voice production for PowerPoint is in, and retail store announcements, tastefully done, are more and more common, and increasingly effective. Lately we've launched professional voice mail greetings, so people calling on your cell phones get a polished, professional first impression. The requests keep coming and we'll keep you informed.

Welcome to our blog

2007-05-03T14:48:00.000-05:00

Welcome to our blog where we will discuss, among other topics, the power of audio, and what it can do for your business. As the principal of a company specializing in audio marketing services for 20 years, I look forward to exchanging ideas about how to grow your business through the application of audio on your telephone, webpages, powerpoint, and more. Come back often, contribute, and learn.