Let’s not pull punches here – holding stinks.
You know it. Your callers know it.
And as much as you want to avoid it, sometimes you just gotta’ push the hold button, right?
Well, that’s one way of looking at it.
Here’s another.
Don’t dread putting people on hold. Turn that negative into a positive.
Instead of apologizing, actively use the time your callers spend on hold to surprise and delight them, to elevate their perception of your brand, to show them you care about their experience. Use that time to create a unique, memorable encounter that they actually enjoy and may even talk about with others.
Don’t think that’s possible by putting people on hold?
Chris Hamann would disagree!
He’s the president of Lakeland Auto and Marine in Port Clinton, Ohio. He’s also been a BusinessVoice client since 2016.
Chris was the guest on a March 2026 episode of Garage Grit, an auto industry podcast. To prepare for the interview, host Brad Hurlock called Lakeland to talk with Chris and was put on hold. What Brad heard during that hold time made such an impression that his first question during the podcast was “What’s going on when I call your shop?”
Watch the video clip to hear how Chris describes the value of Humor On Hold from BusinessVoice.
Then, ask yourself if you’d like your callers to feel that same way after you put them on hold.
About the Author
Scott Greggory is the Chief Creative Officer at BusinessVoice. A copywriter, voice talent and producer with the agency since 1993, he leads the writing team and helped pioneer Humor On Hold in the mid-1990s. His work has been recognized 150+ times by local, regional and national award shows for creative excellence, including the 2021 AAF Silver Medal Award. In 2026, Scott became the first inductee of Bowling Green State University’s School of Media and Communication Hall of Fame.