There’s a generational battle going on in the workplace, and it centers around phone messages. Do you leave voicemails when you call people? Do you respond to phone calls if there isn’t a voicemail? When you receive a voicemail notification, do you check it first or just call the number back? Have your children EVER left you a voicemail?
I was teaching a class the other day and the discussion of using the phone came up. Two of the participants said something that almost made my head explode. Of course, their response wounded me to the core.
Both participants: On our team, we call and never leave a voicemail. The other person knows they’re supposed to call back.
Me: How? How do they know that if you don’t leave a message?
Both Participants at the same time: How old are you?
Ouch. I mean I’m old, but that left a mark.
I started asking around and realized that this is a source of frustration on teams everywhere. After talking to people of all ages, I’ve captured some of the reasons to leave voicemail. But there are still some that say we should just get over it.
What I Heard
I’m a firm believer that there are few absolutes in the workplace. How you and your teammates communicate is ultimately up to you. Here are a few things to think about.
Some of the things class participants tell me:
- Calling is the last choice anyway, and if I call you should just know to call back. If it’s time sensitive, I will text you. I don’t have to tell you the number, who it is, and when I called, it’s recorded on your phone. This works great if everyone’s on the same page. Personally, I think this isn’t the time saver some say it is. There are several questions. When is the best time to call back? I’d hate to get into a game of phone tag. Do you need answers to a question or is the call going to lead to more work that could have been avoided? Tell me why you called and what you want as a result. That way I can do what you want me to do and the call has achieved its goal.
- Voicemail takes too much time. The one that really makes me crazy, is the idea that calling and then texting with an explanation is faster than leaving a voicemail. That defies the laws of physics, unless you have bionic thumbs. If you can communicate what you need in a text, then text.
- I never know what to say on a voicemail, and I sound like an idiot. I will admit, listening to someone stumble through a voicemail can be an exercise in frustration. On the other hand, it’s a great way to give the other person information they need while maintaining something of a human touch.
A Voicemail Strategy
Salespeople have gotten so used to calling and not getting a live human that they have figured out a system for leaving messages. Anyone can be prepared to leave a decent message:
- Greeting. Say hi, and leave your name if they don’t have you in their system with caller ID. You can also personalize the message to the person. This helps maintain relationships and increase the chances of them prioritizing your message. People do more for people they know and like.
- Why you’re calling. In a sentence or two, explain what you called about. Do you have a question that needs an answer? Calling for a status update? Just to say hi? Those are all legitimate reasons to talk to someone, but don’t leave your motivation a mystery.
- What they should do. This is where the real value of a voice message comes through. You can tell the other person when to call back. (Immediately? After four? Sometime tomorrow? No callback necessary?) That avoids phone tag and delays in communication. If you are seeking information, let them know what you need and in what format. (If it’s a file, they don’t even have to call back. Just send the darned thing.) If people know why you called, they can be prepared for the conversation. Or even avoid conversation altogether if that’s your preference.
The format we just discussed takes less than 30 seconds to complete (I know, I’ve timed it. How much time do you really think you’re saving?)
As with so many forms of team communication, the only wrong way to communicate is not to leverage tools available to you and assume everyone thinks the same way you do. Once your team has established norms about whether or not to use voicemail, it is less likely to cause stress.
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