Trusted Voice – Marketing & Voice Professionals

FAQ Categories
	•	On-Hold Systems & Voicemail
	•	Bad Reasons to Wait
	•	ChiroVironments
	•	Special Projects; Other Questions
	•	Refunds/Returns

On-Hold Systems & Voicemail

I don't have a fancy phone system, and I don't want any hassle. Is it easy to do an on-hold system?

Yes, it's easy to do an on-hold system with our technology. We believe that simple is good -- after all, you've got a business to run! If you've got a fancy phone system, all you need to do is plug in the TV6000 and you're done. If you're a smaller business with "off the shelf" phones, then Trusted Voice is your answer! Just plug in the TV6500, attach a tiny device called a TEHMA to each phone, and you're done. Click here if you need the full story... but the answer is "yes."

	Q.	How do I tell if I have a phone "system" and need a TV 6000, or if I need a TV 6500?
	A.	Relax... we'll take care of all the details for you. Phone "systems" have a computer "brain" that coordinates the phones on your system. Typically the "brain" is in a centrally-located closet. Phone systems typically are for larger offices with greater than 4 lines. If you need to dial a "9" or special number to get an outside line, you have a phone system. If you are a small business with 4 or fewer lines, and especially if you bought your phones off-the-shelf at an office supply store, you most likely do not have a "phone system." It really doesn't matter if you have a true "phone system" or not... our on-hold technology works with thousands of phones, and we handle all the details so you can plug it in and get back to doing profitable, valuable business.

	Q.	What's this "TEHMA?" What equipment do I need to connect it?
	A.	TEHMA stands for Telephone Extension Hold Music Activator. You only need TEHMA's if your phone system consists of individual, off-the-shelf phones without a computer "brain." True phone "systems" don't need a TEHMA on each phone. A TEHMA is pictured to the right. To activate your on-hold system for your off-the-shelf individual phones, just plug in one TEHMA into each phone: Click-click… you're done. You know, we should patent and market that phrase!

	Q.	With this TEHMA device, will my staff have to press some button on it or do something special to make the on-hold messages come on? I want this to be simple.
	A.	You've found your answer. The TEHMA builds a sort of "intelligence" into each phone so that all you or your staff needs to do is hit the "hold" button to activate the on-hold system. It's convenient and reliable. You'll use your phone EXACTLY like you do now, but instead of your hold button producing "dead air" it will now trigger your custom on-hold messages.

	Q.	How many TEHMA's do I get with my On-Hold System?
	A.	2 TEHMA's are included with every TV6500 system. You'll need one for every "off-the-shelf" phone that you have in your telephone network. If you have a true phone system (PBX/KSU), then you'll receive a TV6000 and won't need any TEHMA's.

	Q.	We're a national chain with hundreds of locations. We'd like a professional voice for on-hold, autoattendant, and our after-hours message. Do you do volume pricing?
	A.	Let us know your requirements, and we'll put together a competitively-priced package to give each and every location the professional, customer/client-centered experience your business deserves.

Where can I get an on-line manual or guide to help me with technical issues?

These on-line resources cover most questions regarding our on-hold hardware:

	Q.	We hooked up our TV 6500, but it works intermittently. What might be the problem?
	A.	Several possibilities exist-- as the Aussies say, no worries! First, be sure all your connections are sound (they most likely are). Next, play with your TEHMA's a bit by adjusting the signal strength (see below). If you have certain off-the-shelf phones, especially Panasonic, sometimes these can be temperamental. Try disconnecting the TEHMA entirely, and use * * to activate your on-hold message; and hit any key to de-activate it. If you're at wit's end, call tech support at 800.839.7277. They can handle just about any issue you might have. They're really that good.

	Q.	My on-hold message turns on unexpectedly. How do I fix that?
	A.	1. Speakerphone: WILL trigger MOH. Hitting any key (especially "*") will de-activate it. 2. Turn the volume on the main unit down to 1/4; having it too high can trigger MOH (Message On Hold). 3. Adjust the signal strength on the TEHMA ("off the shelf" phone systems only): Adjust the signal strength by turning the TEHMA's tiny screw ("signal level" knob, concealed by a small rubber stopper on the back of the TEHMA) all the way RIGHT (clockwise). Back off a tad if this makes a hi-pitched whine on the phone line. If none of these work, tech support (800.839.7277) can handle just about any issue you might have. They're really that good.

	Q.	My on-hold message won't turn off. It plays constantly. How do I fix that?
	A.	If you're hearing the on-hold message coming from the hardware itself, turn the Speaker switch, located on the right side of the TV6000 or TV6500, to the OFF position. The on-hold message and/or music will still play constantly, but the TV6000 or TV6500 itself will be silent. In other words your callers will still hear your on-hold message when you place them on hold, but the unit itself (and your office) will now be quiet.

	Q.	I hooked up TEHMAs on my phones, but now there's a high-pitched whine. How do I get rid of that?
	A.	Adjust the signal strength on the TEHMA by turning its tiny screw ("signal level" knob, concealed by a small rubber stopper on the back of the TEHMA) to the LEFT (counterclockwise).

	Q.	I've got a cordless phone; my receptionist has a headset. Will my on-hold system work?
	A.	Yes. If your system consists of individual, off-the-shelf phones without a computer "brain," just connect one TEHMA to each device as below. If you've got a cordless without a headset, or a cordless without a "hold" button, simply pressing " * * " will activate the on-hold message. If you've got a phone system, you won't even need TEHMA's.

	Q.	I'd like to switch my on-hold messages periodically for seasonal promotions, or to announce new products, services, and associates. Can I do this?
	A.	Yes. Updates are $99 per recorded minute. E-mail us, and we'll create or hone your scripts and record them for you. If you'd like, we can e-mail you the update (mp3 file), and it's a cinch to download the messages directly to your TV6000-series on-hold unit. Just plug in the USB cable (included with your unit), and drag-and-drop the audio file to your on-hold system. Poof, your messages are brand new!

	Q.	We already have on-hold hardware, but want to update our messages. Can you do that?
	A.	Yes. Go to the Trusted Voice Store, and look for Product TV101 ("Studio-Produced On-Hold - 3 minutes; hardware not included").

	Q.	My phone "beeps" when I put people on hold. It's annoying. How can we replace the "beep" with an on-hold message from Trusted Voice?
	A.	If your phone has hardware and/or software built into it that makes it beep when you use the hold function, you'll need to consult your owner's manual or the manufacturer to determine how to turn it off, or if it can be turned off. Trusted Voice knows its own hardware and software very well, but (gasp!) we don't know the technical details about every phone ever made. Suggestion: Look your phone up with a search engine; and consider including the keywords, "annoying beep." As a last resort, if you can't defeat the beep, consider replacing your phone(s). It's well worth it to avoid alienating your customers, patients, and clients.

How do I use on-hold time effectively?

Even well-run offices have 80-100 hours of on-hold time to use or waste every year. A few tips for your on-hold system:
	•	Avoid dead air. If you say nothing, you'll teach nothing... or worse, you'll erode your image, and callers will hang up. Can you afford that?
	•	Inspire. If you're the best, your message needs to WOW the listener. An amateur voice is the kiss of death.
	•	Entertain. People are impatient. A soothing, enthusiastic voice with a quality music bed can mean the difference between a caller who stays on the line, and one who drops off after 30 seconds.
	•	Inform. Answer the questions callers have, move them towards using your products and services (if they don't know you can help, they won't buy), and lighten the burden on your staff.
	•	Build your image. Your office must be clean, your staff must be bright, the team must be able to communicate and deliver the highest quality; but your image begins before the customer, patient, or client ever walks through the door. Build your image, every chance you get; and follow through with the HIGHEST quality service available, bar none.

	Q.	How does studio-recorded voicemail work?
	A.	Most offices have their voicemail "hosted" by their phone provider (Verizon, Cox, etc), or they have a physical answering machine. Depending on your telephone hardware and software, we'll select the optimal way to load your custom voice message to your system.

	Q.	I love the idea of an on-hold system and custom voicemail, but I have no clue how to script messages. Companies that have that sound so professional! Can you help me with scripting?
	A.	Absolutely. Our talented script professionals will create your scripts at no charge and get your approval before we take the final product to the studio. You can also check out our script guidelines, if you're painfully curious.

We already have auto-attendant hardware. We want to update our messages. Can you do that?

Yes. Go to http://www.trustedvoice.com/prod01.htm and scroll down to Product TV104-A ("60-second, fully customized voicemail or autoattendant message")

Bad reasons to wait

We don't put people on hold.

You'd be amazed how 20 -60 second blocks of on-hold time adds up. Over the course of a year, even efficient small businesses put callers on hold for up to 80-100 hours! That's time wasted, or time spent growing your business. If the caller is an existing patient/client, then they'll be more patient than a new caller; but you must "entertain" callers, or they'll drop off the line. What's the value of a lost call to your business? How many can you afford to lose to the competition? Whether or not you know it, you lose money every month by not having an on-hold system. Take action, today.

This (voicemail, on-hold system, audio project) is on the back burner.

You don't have time to grow your business? Or you're so busy you can't handle any more business? If the former, let us help! You'd be amazed how much time callers spend on hold in even the best run outfits, and that's time when they can learn about what you do, and be enticed to stay on the line rather than calling a competitor who can help them faster. You're working to make money, not just to work hard, right? On the other hand, if you're so busy you can't handle any more business… are you going public any time soon? We want to buy stock!

	We can't afford it right now.
	Talk to us about flexible financing options. The old adage is true: an inferior product with superior marketing will outperform a superior product with inferior marketing, every time. Take your superior product or service, and market it properly with the aid of Trusted Voice… and reap the rewards you so richly deserve. You can't afford to wait.

	We can get it cheaper and just as good. Not likely.
	If someone offers you a comparable product or service for less, there's a catch like an ongoing monthly fee or other hidden charges. We don't do business that way. We provide the best value, the finest voice talent, and the highest quality, bar none. We dare you to prove otherwise.

	I don't have time, I'm swamped.
	We know you're busy - remember, we run a company too! We'll make the process easy, painless, efficient. Once you're on board, you'll marvel at your results. Join leaders nationwide who rely on us to build their business. You'll never, ever go back to the old way.

ChiroVironments™

	Q.	ChiroVironments is a great concept, but I'm thinking of going to satellite radio. Any comments?
	A.	Here's what you need to ask: What do I want to do with my money? How does my investment affect my bottom line? Am I spending money that builds my business? ChiroVironments offers a wide-ranging, ever-expanding selection of music to suit any taste, and it promotes health, chiropractic, and the referral concept. If you're a doctor, you need to educate and inspire patients in every way you can. Let's face it, you have competition from other doctors, drug companies, etc. ChiroVironments soothes your patients and creates an audio environment, but it also does what satellite radio can't: It builds your practice, systematically.

	Q.	If I purchased the Basic ChiroViroments to see how well it would be perceived and then wanted to upgrade to a higher level, would I get credit for the Basic and pay the difference or would I just be starting over each time?
	A.	Absolutely YES, you'll be credited towards any ChiroVironments upgrades you select. Order Basic ChiroVironments, and you'll get a $200 credit on any ChiroVironments upgrade. Order Silver, and you'll get a $400 credit on an upgrade.

	Q.	We purchased ChiroVironments BASIC, and our patients love our "chiropractic radio station!" Here's the thing: We don't want our patients or staff to get bored. How do we keep our office fresh?
	A.	We're glad we're a hit in your office! Even so, you're right, your office needs variety. You'll soon want to upgrade to the 10 hours available as ChiroVironments SILVER. If you're ready to "own your own radio station," upgrade to GOLD or PLATINUM. We'll credit you the price of your BASIC order towards whichever upgrade you choose, if you order within a month or two of your original purchase (twist our arms, and we've been known to be quite generous and go beyond that timeframe).
		Here's one office's scheme for rotating ChiroVironments CD'S: Monday: Smooth Jazz AM, Tim Seaman-I PM Tuesday: Tim Seaman-II AM, Tim Seaman-III PM Wednesday: PianoScapes AM, Jazz-I PM Thursday: Tim Seaman-IV AM, Tim Seaman-V PM Friday: Tim Seaman-VI AM, Jazz-II PM
		Of course, ChiroVironments Platinum subscribers get FREE versions of new releases, so they have the "problem" of having too many selections! Here's the best option: toss ALL the ChiroVironments CD's into a CD changer or randomized MP3 player, have your staff press "play," and walk away! Let our systems work for you to grow your practice, every moment of every day.

	Q.	I've got an MP3 player, so ChiroVironments on CD won't work... right?
	A.	No worries! We've had enough doctors tell us they like their own music, or have MP3 players in the office, that we've developed an MP3-based version of ChiroVironments. Just contact us, and we'll design a package of MP3 "mini-commercials" that promote health, chiropractic, and YOU!

	Q.	Sometimes my CD's skip. What's the problem?
	A.	Many of our CD products are recorded on CD-R. Some older CD players, and especially some car CD players, may have format or compatibility issues with CD-R's. If the CD skips, try playing it in a different player. As a general rule, if the CD plays fine in a computer, but not in another device, then then problem is compatibility with your other device and not a faulty CD.

Special Projects/Other Questions

	Q.	We have a special project, something we dreamed up. Can you do a custom quote for us?
	A.	ABSOLUTELY! Click here to contact us with your dream project, and we'll design a custom quote for you!

	Q.	I'm looking for a male voice. Do you have male voice talent?
	A.	Yes. We maintain a list of rather talented male voice professionals. Contact us, and we'll make your dreams reality.

	Q.	Do you do voiceover work for educational or promotional CD's/DVD's, webcasts, television, radio, and movies?
	A.	Yes. We've done work from coast to coast. Just send your script(s), and we'll get to work! Click here for more information on time-based audio projects, or contact us for a custom quote.

Refund Policy

	Q.	What's your refund policy?
	A.	We don't process many returns, but we do have a clear policy. It is our desire for you to be completely satisfied, so we will work with you to ensure that your custom voice product meets the highest expectations. If at any time we make a mistake (it could happen!) on a custom voice product we'll be happy to fix it at no charge. Example: The script you approved clearly said "call us at 555-1111" and we voiced "call us at 555-7777." That's not your fault, and we'll fix it immediately. If you make a mistake or omit important information in a script for a custom voice product, don't worry! We will be happy to accommodate your changes at no charge up until final script approval. Once final approval has been given, your script is sent directly to production and will be voiced as approved. To make additions or changes after production, call us as soon as possible to let us know the changes you desire. We will advise you up-front what the fee will be. You will only be charged for the part of the script you want changed. Our standard rate is $99 per recorded minute, or any part thereof, to cover production time and studio fees. If the change is minor, we reserve the right to discount our fee.
		Please note that for audio products (CD's, voicemails, digital files) we offer credit only, no refunds. This is similar to the policies of most industries on digital media such as CD's and DVD's. For anything custom (including but not limited to voicemail, "Get to Know Your Doctor" CD's, the audio portion of an on-hold system, or ChiroVironments Gold or Platinum) there will be no refunds once the script goes to studio; though of course, our errors (perish the thought!) we will correct promptly. For prompt returns of hardware (on-hold systems, for example) we will swap out defective items at no charge. For non-defective hardware-- i.e. if you own the world's only phones that aren't compatible with our hardware-- we'll offer either a full credit when you promptly return the item in its original condition, or refund 95% of your purchase price (5% restocking fee). Yes, restocking fees are not pleasant, but there are real costs to taking back hardware and 5% is pretty reasonable. There are regulations that require to sell used equipment as, well... used! "Pre-owned" or "refurbished" are nice terms, but used is used. PLEASE, ship returns insured! If we receive a return that according to our records was fully functional when shipped from us, yet is damaged when received back from the customer, we will not be able to refund the full purchase price.
		For all items eligible for refunds, please note that you have 30 days to return the item from the date it was shipped to you. 10 years from now is, well… asking a bit much. We want you not just happy, but raving about us to your peers who need our services. We'll go the extra mile for you!

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