Bad On Hold Music Damages Your Brand, Customer Service Expert Warns

Share Article

On Hold Company Urges Executives To Act As Undercover Customers.

On Hold Company - Custom On Hold Music and Messages

When Yahoo's new CEO, Marissa Mayer, listened to her company's on hold music and heard "garbage," she knew she had a customer service problem. That's a strategy every business owner should emulate, says On Hold Company in a recently published blog post. Every business owner should know what customers experience while waiting for service.

"Think of it as a variation on the TV show 'Undercover Boss' where executives pretend to be ordinary employees," explains Bryant Wilson, CEO of On Hold Company, a leading provider of on hold messages and music. "We advise owners to pretend to be customers so they can learn first-hand what actual customers experience while on hold."

A company's on hold queue is a sort of invisible line of customers. They're more difficult to serve effectively because callers can't see how long the wait is, says Bryant. "It feels endless if you're listening to a scratchy music mix punctuated with annoying reminders to stay on the line because your call is important."

The longer callers wait, the less important they feel, and the crankier they get. Many take to social media to complain about their experience: some even upload recordings of bad music mixes and messages.

"With social media, one angry customer can turn a single bad experience into a viral sensation that damages your company's image and brand," says Wilson. "It isn't hard to give callers good customer service, but many companies either don't make it a priority or they don't know how."

Wilson highlights three warning signs for businesses: static or a scratchy music clip that loops endlessly; sound distortion caused by audio compression technologies; and outdated messages or poor musical choices.

When Mayer heard her company's music, she got results quickly. Yahoo's callers now hear a custom song and message recorded especially for the company. Smaller companies can turn to a more cost-effective option: a full-service on hold music and messaging provider.

Bryant stresses that professional advice is important because building an effective audio brand is both an art and technical challenge. "Find an experienced provider who excels in combining on hold music and messaging that reinforces your brand and gives callers an excellent user experience."

Readers can follow the On Hold Company blog at

About On Hold Company
On Hold Company ( is a leading provider of custom telephone on-hold music and messages. The company has been in business since 1994 and provides on-hold marketing for more than 13,000 clients across North America. On Hold Company also provides digital signage solutions, telephone voice prompts and overhead music and messaging services.

Share article on social media or email:

View article via:

Pdf Print

Contact Author

Scott Anderson
On Hold Company
(800) 492-9030 119
Email >
Follow us on
Visit website