Vayama™, a California-based travel agency providing international travel and vacation services to clients worldwide, was looking for professional auto attendant and on hold messaging to impart a sophisticated image of their agency. In particular, they wanted distinctive voices that would greet their customers when they called.

Specifically, Vayama was hoping to find upscale British voice talent to create just the right impression. They found exactly what they were looking for, and more choices than they expected, in Mind The Gap’s pool of international voice talent.

Mind The Gap, the leader in auto attendant, in store and on hold music and messaging, has provided these services to companies for over 15 years. The company works with voice talent from all around the world. Marc A. Gallo, President of Mind The Gap, says, “Since the advent of the internet, our access to foreign voices and the ability to efficiently transfer their high-quality recordings has grown exponentially. This has increased the creative choices for our clients. Our talent includes Spanish, French and British voice over artists, many with decades of experience in radio, TV and movies.”

After serious consideration, Vayama selected Paul Rogan, Karen Pierce and Michelle Ford to voice its auto attendant and on hold messages. All from the UK, but currently residing in the US, have years of professional voice over experience. In addition, Vayama can easily access their auto attendant and on hold programs right from Mind The Gap’s client web page to request changes to their messages at anytime.

Mind The Gap also formatted the messages to work on Vayama’s VOIP telephony system, manufactured by Mitel. Mind The Gap has the capability to format music and messages to work with a wide variety of telephony systems, including but not limited to, Avaya and Cisco.

For more information about Mind The Gap and their auto attendant, in store and on hold music and messaging, please visit www.wemindthegap.com.

To read the official press release, please visit http://www.prleap.com/pr/159498/

On hold messaging for the trucking industry can be effective in driving callers to their websites and informing them of their competitive advantages and ancillary services. The dispatching centers for these companies handle a high volume of calls. On hold messages can help manage them better by having customers submit orders on line or answering frequently asked questions (FAQs) instead of a live operator handling them.

A new Mind The Gap client, Moran Transportation Corporation, has decided to utilize our on hold messaging service on their newly installed Cisco VOIP system. For the reasons outlined above, Michael D. Moran, Vice President of Sales, wanted to take advantage of their high call volume by making the hold time for their callers more resourceful. Below are some script strategies we used in their program.

Drive On Line Traffic:

“Whatever you’re shipping, wherever you’re going, Moran makes it easy.  And now you can place an order for a pick-up with just a few quick clicks at our web site, morantransportation.com.   Just ask our customer service rep for information about online pick-up submission – and you’ll see how easy it is!”

Stress Competitive Advantages:

“Moran has the largest fleet of liftgate, straight trucks and trailers in the industry! Our “Can Do!” attitude ensures making those difficult liftgate & inside deliveries that the larger carriers won’t do.  Ask our customer service rep for more information or log on to morantransportation.com. At Moran, service isn’t just a department. It’s a commitment to quality that inspires our entire company!”

Highlight Other Services:

“Did you know that, along with our transportation services, Moran offers flexible warehouse & storage programs to meet your unique individual needs?  We have more than 500,000 square feet of dry storage space, along with the inventory control and packaging & assembly systems to handle all or any part of your warehousing needs – short-term or long-term.  To learn more about our warehouse services and locations, visit us online at publicwarehousingchicago.com and click on “service-solutions” to see all that Moran can do for you!”

There are other on hold strategies to use depending on the clients’ needs, but these address critical areas regarding call management, operational efficiency and marketing in the trucking industry.

Hear the Moran Transportation on hold messaging program.

Haven Hospice, based in Gainesville, FL, has recently contracted Mind The Gap, through our partner Chernoff-Newman, to produce a professional on hold messaging program. Providing hospice services to critically ill patients, Haven wanted a program to impart compassion and warmth when the patients’ families and loved ones were on hold.

Voice selection is an important decision in the creation of an on hold program. The tone and performance of the voice needs to be relevant and effective for those who call. Understanding the hospice industry, we knew a female voice with an empathetic tone and soothing quality would be best. Eileen Brady, with vast experience in the healthcare industry, was our recommended voice talent for this program.

In addition, the music for a client like Haven needed to be reflective and peaceful. We wanted the music to have a moderate tempo and consistent dynamics. This would create the right ambience for Eileen’s voice and Haven’s on hold callers. We selected AC12, an acoustic guitar composition from Mind The Gap’s Music Library.

Even though their on hold program is verbally dense, the empathetic themes and the soothing sonic quality makes for a compelling listen without drawing too much attention to itself.

In challenging times when the passing of a loved one is near, Haven has created an environment of consolation and emotional support from the time a family member enters their facility to a close friend calling, waiting to be connected to a loved one while on hold. We’re grateful to make a small contribution to Haven’s cause.

Hear the Haven Hospice on hold messaging program.

Margaret Mary Community Hospital has been a Mind The Gap client since 2007. Providing valuable healthcare services to greater southeastern Indiana, Margaret Mary seeks to inform and educate their callers about the latest medical technologies, services and infrastructural improvements with on hold messaging.

Since Margaret Mary Community Hospital’s average on hold times are higher than the norm, they provide the following information to their callers:

1)   Contact information on medical professionals and their specialties practicing at their hospital
2)   Free medical services offered to the public
3)   Updates on new services, construction projects and other improvements to their facilities

Specifically, in their latest on hold program, they added a new medical procedure for acid reflux called Esophex, performed by Dr. Albers and Dr. Geer. For convenience, the message provides the doctors’ contact information as well.

“Is chronic heartburn or acid reflux affecting your life? Tired of the daily regimen of pill popping and having to be so concerned about what you eat and drink? Pills for reducing stomach acid treat only the symptoms of acid reflux, not the cause; and the relief from pills is only temporary.  But now there’s a new procedure that treats the cause of acid reflux. General surgeons Brian Albers and Jon Geers are the first doctors in the region to offer this new incisionless procedure called EsophyX. It could be the cure you’ve been hoping for. For more information, call Dr. Brian Albers at 812.933.1600 or Dr. Jon Geers at 812.934.9191 … or visit www.mmch.org.”

Margaret Mary also provides free medical screenings for those who qualify. In these challenging economic times when many go without healthcare, they offer mammograms to those who would not be able to afford it. These critical screenings are a great contribution to the welfare of their community.

“Getting an annual mammogram is still the best way to detect breast cancer in its early, most curable stages. That’s why Margaret Mary Community Hospital is committed to providing mammograms to all women, regardless of their ability to pay. If you are uninsured and have a financial need, you may qualify for a free mammogram. To learn more, ask to be connected to extension 5257.”

To hear their entire on hold messaging program, please visit www.wemindthegap.com/mmchospital.html

We recently produced a program for Cy-Fair Federal Credit Union from Houston, TX. They’ve been a Mind The Gap client since 2007. Their Marketing Director, April Jones, utilizes on hold messaging to augment Cy-Fair promotions and events advertised in other media.

Specifically in their recent on hold program, we created a message about Cy-Fair’s Annual Shred Day event. This event allows all Cy-Fair members and others to shred confidential documents for free. Its advertised in their brochures, on their website and all their retail locations. Since they have a significant amount of inbound calls, this message promotes a value added service to their members which results in customer retention and loyalty.

This on hold message also demonstrates a “synergistic” approach to advertising. Advertising is not just an outbound strategy, wherein you’re solely reaching “out” to prospects and customers. It’s an inbound and outbound synergy, maximizing marketing opportunities in both realms. You can read more about using on hold and in store messaging for inbound marketing here.

April has demonstrated an effective way to balance the two, depending on the opportunity. If your promotion or event is weighted towards your customers as opposed to prospects, then focus on inbound venues. Here is where your customers lie to appreciate the message and this Annual Shred Day message was perfectly placed!

Read the Annual Shred Day message below:

Cy-Fair’s Annual Community Shred Day is coming up on Saturday, July 24^th.  It’s your chance to safely dispose of any documents with your personal information.  You bring it.  We’ll shred it.  And you can bring up to ten file boxes of documents.  With identity theft so rampant today – and with so much at stake, it’s important to dispose of any documents safely.  Just bring them to Cy-Fair’s Annual Community Shred Day, at the Cy-Fair FCU Jones Road Branch, 9601 Jones Road in Houston … on Saturday, July 24^th from 9a.m. to 1p.m.

Lincoln Property Co. in Phoenix, AZ has been a client of Mind The Gap since 2007. They provide commercial real estate services to a plethora of buildings and properties throughout Arizona, Nevada, Utah and New Mexico.

We recently updated their on hold messaging program featuring new music and messages. Andre Gardner continues to be their preferred voice talent. You can listen to LPC’s on hold program here.

For years, LPC has utilized on hold messaging to reinforce and build their credibility and brand in the commercial real estate industry. It’s tactically exhibited in the following excerpts:

 “In fact, National Real Estate Investor has ranked Lincoln the #1 Real Estate Services Firm in the Country.”

“Lincoln Property Company Phoenix recently received their first NATIONAL AWARD from the National Council for Public-Private Partnerships.”

“…LPC is leading the green movement in commercial real estate development. LPC’s Platinum Certified build-to-suit, The Arizona Game & Fish Department headquarters received the prestigious LEED Certified Building of the Year…”

In the commercial real estate industry, reputation is integral to your brand and the above excerpts corroborate LPC’s reputation. It’s interesting to note that their on hold script does NOT outline the services they offer. Instead, it lets the various awards and accolades speak for themselves. This tactic impresses the listener. Providing a laundry list of LPC services would have diluted their message and brand.

Team, well done! Now on to the next production…

In January 2010, Mind The Gap submitted an on hold messaging production to the annual 2010 OHMA MARCE Awards competition. (You can click here to listen to our submission.) Even though we have been working in this industry for over 15 years, Mind The Gap is not a member of the OHMA. Regardless, we wished to see how our work compared to our peers.

In March, we received a letter from the OHMA advising us that we did not win a MARCE Award. In addition, it outlined the judges’ comments about our work and provided scores from each judge and an aggregate score. Even though it was expected that we’d receive notification of the result, we were surprised and thankful to see the judges’ comments and scores.

Overall, our score was poor, 35 out of 100, the latter being the highest rating. Judge #1 had the most favorable score, 62, and comment, “Script was fine. Messages were appropriate. It was well produced……” Whereas, Judge #3 had the worst, 17, and “no comment.” We figured Judge #3 thought it sucked.

I have been in the professional recording industry for 25 years and understand that there are many specialties involved in producing an excellent audio program. It includes the vocal talent and performance, music composition and production, copywriting and mastering. Each one of these specialties requires unique skills and years of experience. Typically, no individual can be an expert in them all.

Regarding the OHMA judges for the MARCE Awards, it appears they’re written on a whim with no reference to their expertise. Though there is a brief biography for each judge on OHMA’s site, identifying “who said what” and specifying their skill sets would lend credibility to their assessments.
With any competition, it’s important to augment subjective commentary with an objective criterion. Specifically, OHMA should have at least five key areas to reference:

• Vocal Talent & Performance
• Copywriting
• Music Composition & Production
• Technical Production
• Creativity & Originality

Each one should be rated from a scale of 1 to 5, with 5 being the best. Now, there may be other areas to include or some to be replaced but at least these key areas and their ratings will serve as a frame of reference for each production and support the judges’ comments. In addition, these ratings should be added to each entry’s overall score.

Finally, in spite of these omissions and limitations, I think this competition is good for our industry and we look forward to participating in the future.

Mind The Gap is chosen as the preferred
on hold messaging provider for Classic Harley Davidson
and American Twin Harley Davidson

December 21, 2009 … As more and more retailers recognize the benefits of having a strong, flexible on hold messaging program, retail operations across the country are turning to Mind The Gap for the company’s experience and its unsurpassed technological abilities.

The latest retailers to name Mind The Gap as their preferred on hold messaging provider are Classic Harley Davidson near Reading, PA and American Twin Harley Davidson in Corning, NY. Both retailers sell and repair Harley Davidson bikes as well as offer a variety of genuine parts and accessories.

Marc A. Gallo, President of Mind The Gap, explains that “An effective on hold program can be a strong marketing tool that builds customer loyalty and helps create additional sales.  In a challenging economy, businesses need every advantage they can get, so it’s no wonder that so many retailers are adding on hold messaging to their marketing programs.”

Gallo also explains one of the advantages of Mind The Gap’s services: “We understand that retail dealerships with varied products and services often need to change their on hold messages quickly.  Our digital on hold player, the MTG 1250i, enables us to remotely download new programming via the internet within a day or less.  For example, the Harley Davidson dealerships hold many events throughout the year to attract potential customers to their showrooms.  With the MTG1250i, it’s extremely cost-effective to keep their on hold messaging up to date.

Mind The Gap professional on hold messaging services include scriptwriting, voice talent, music, audio production, licensing and digital on hold players.  These services interface with a client’s existing telephony system permitting them to inform, market, educate and promote their products and services to their customers and prospective customers while on hold.

For more information about Mind The Gap and their on hold messaging solutions, please visit www.wemindthegap.com

Mealey’s Furniture deploys the iMIND Digital
Messaging System at all its retail locations

January 19, 2010… Promotions and special events play a huge part in retail furniture marketing.  For its important in store and on hold messaging, Mealey’s turned to Mind The Gap to create and implement the stores promotional messages. Mealey’s Furniture is a major furniture retailer, with five locations throughout Southeastern Pennsylvania and South Jersey.  Along with one-day delivery, the company offers the latest furniture collections from leading manufacturers such as Broyhill, Pennsylvania House, La-Z-Boy, and many others.

Marc A. Gallo, President of Mind The Gap, states “Since customers spend about one hour browsing the store, Mealey’s wanted to use in store messaging to drive their promotions and complement their media advertising.  With the iMIND Digital Messaging System, we can time each message to be most effective yet least intrusive.  This approach was used for Mealey’s on hold messaging as well.”

The iMIND Digital Messaging System can provide in store and on hold messaging simultaneously. It features two independent audio inputs and outputs, near CD audio quality and the ability to download new programming from Mind The Gap’s server with a broadband internet connection. In addition, you can feed external audio from a commercial music service into the iMIND system to mix it with your customized in store and on hold messages.

Mind The Gap professional voice, in store and on hold messaging services include scriptwriting, voice talent, music, audio production, licensing and digital players like the iMIND Digital Messaging System.  These services interface with a client’s existing telephony and in store audio system permitting them to inform, market, educate and promote their products and services while their customers and prospective customers are browsing the store or on hold.

For more information about Mind The Gap and the benefits of in store and on hold messaging, please visit www.wemindthegap.com.

During this production, it occurred to me that most marketing directors in the hospitality industry stress the convenience and comfort of their accommodations in these programs but overlook the equal importance of using specific messages to attract visitors during big events. Whether it’s a convention, a political rally or a theater show, these events drive hotel reservations. So it makes sense to keep your on hold messaging timely and market your hotel’s availability while your callers are on hold. Centering it around key events in your area will assist your overall advertising strategy in driving hotel reservations.

Now with that, it’s late and time for bed. I have awesome accommodations!