Why do some voicemail messages result in a return call and others don’t? While there are many reasons, one of the biggest contributors to the unreturned call is the detailed message.
The role of a detailed message is threefold:
- To provide information to someone you already know or are already working with;
- To give them information they need or want; and
- To share such complete information that they don’t have to return your call.
When we receive a detailed message, we’re predisposed not to call back.
So, if the objective of your phone calls is to connect with others and have a conversation, stop leaving detailed messages. This simple shift in behaviour will increase the percentage of returned calls and improve the quality of the conversations you have with the people you reach.
A Real Example
I recently received a detailed message from a finance organization. The caller, whom I do not know, left me a tremendous amount of information about the reason for the call. So much so that I was able to determine that returning the call held absolutely no value for me.
It was clear in their tone that they didn’t expect me to call back — and that leaving the message had removed me from their to-do list.
Displaying such a lack of desire to truly communicate means that not only will I not return their call, but I’m also unlikely to answer if they call again. And this is the illusion.
The Illusion of the Detailed Message
We convince ourselves that we’ve delivered information in a way that will inspire the other person to call us back. We give ourselves credit for completing a task. But since the real task was about having a conversation and building a relationship … well, it’s a fail.
If the person who called me had left a shorter message — one that inspired me to call back — we might have discovered value for me during that conversation. As it stands, they have a check mark beside my name but have not connected with me in any way.
What to Say Instead
Here’s a message that would have worked:
“Hi Mary Jane, this is Angela calling from ABC Company. You currently have an account with us and I have a few quick questions for you. You can reach me throughout the day today at 555-555-5555 — that’s 555-555-5555. If we don’t connect today, know that I’ll follow up with you again next week. Thanks, and I look forward to our conversation.”
A Simple Takeaway
If you want people to return your calls, don’t tell them everything. Create enough curiosity so they want to call you back. The goal isn’t to complete the call; it’s to begin a conversation.
If you are interested in more information about leaving messages, you’ll find these previous posts of value:
- The AABC’s of Leaving Messages Part I
- The AABC’s of Leaving Messages Part II
- The AABC’s of Leaving Messages Part III
- The AABC’s of Leaving Messages Part IV
Enjoy your phone work, everyone!
Brilliant… and uncommon common sense.
It seems that the more hectic our lives become, the more we lose touch with what we instinctively know to be true. The detailed message is one of those things. We all know how to use it correctly, we simply get so busy we use it to help us feel like we’ve accomplished something. Thanks for checking in, Steve.
I’m a big fan of detailed messages – they can be a tool for efficiency. But you’re right – they’re not meant for relationship building. So easy to lose sight of our goals.
Detailed messages have tremendous value, especially when it comes to communicating on existing projects or with current clients. It makes sense that you’re a big fan, Linda. Perhaps you’d like to write a post in response? Share how you use detailed messages efficiently?
If I need to get detailed information to a client, then I use email as I can be very specific PLUS I then have a record of it (I keep almost all emails sent and received from clients). I really don’t like to receive long detailed emails as I then have to take notes and sometimes need to replay the voicemail.
Ahhh – I had forgotten about the necessity of writing things down due to a detailed message. Email is much better. Thanks Peggy.