Etiquette for a Voice Mail Greeting for Business Hours

Callers want to talk to someone, not a machine, so give them the assurance that they will hear from someone.

If someone is calling you at work in the off-hours, he may be frustrated to have to leave a message. A professional tone with assurance of receiving a reply will soothe the caller and put a professional front on your business.

Elements

Include the name of the business and hours of operation, and request that the caller leave a brief message and return number. For example, "Thank you for calling the Cabot Street Cinema. Our office hours are between Monday and Friday, 10 a.m. to 11 p.m. Please leave your name, telephone number and a brief message, and we will return your call by close of business today."

Exclude

Neither apologize ("We're sorry we're not here") nor state the obvious ("No one is available to take your call."). The caller may simply be looking for your business hours, and it is clear that no one is available.

Humor and Tone

"Your choice of language and tone of voice may leave a lasting impression...just as it would on a regular call," states "The New Office Professional's Handbook." Be friendly but professional, and skip the humor. Once again, the caller may feel frustrated to have reached voice mail.

Updates

Update the message daily if possible, which ensures the caller that someone at your company checks messages regularly. For example, "Thank you for calling Cabot Street Cinema. Today is March 14..."

Duration

Keep the greeting to under 20 seconds. If you are leaving a message, keep your message to under 30 seconds.

References

• "The New Office Professional's Handbook;" American Heritage Dictionary, eds.; 2004
• "The Essential Guide to Business Etiquette;" Lillian H. Chaney and Jeanette S. Martin; 2007
• "Administrative Assistant and Secretary's Handbook, 3rd Edition;" James Stroman, et. al.; 2008