Setting Your OOO Message: Best Practices

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Your out-of-office (OOO) message is a simple communication tool that’s essential to use every time you won’t be answering calls or emails promptly. Whether your normal response time is a few hours or a business day, you need to alert those who contact you when that time has changed. If there’s an unexplained delay, clients may wonder what’s wrong, asking themselves, “Is he sick?” or “Did something bad happen?” After all, you’re usually so attentive. By immediately informing callers and emailers that you’re unavailable, you’ll prevent any confusion or disappointment when you don’t respond as quickly as expected.

Whether your OOO message is received by clients, prospects, business associates or others, it’s always a great opportunity to reinforce your image as a highly responsive and attentive adviser. But what exactly should you say? Your message should represent your authentic self, while keeping the following best practices in mind.

What Should You Say?

The best messages are clear, short and simple. Here’s a good example:

Hi, this is <NAME>. I’m out of the office until <MONTH DATE> and will be responding to messages on <MONTH DATE>. If you have an urgent need, please contact <NAME> at <XXX.XXX.XXXX> or <EMAIL ADDRESS>. Thank you for your message. I look forward to connecting soon.

A straightforward response like this works well for callers and emailers who have a business need. And, remember, if you’re recording a message for phone calls, speak articulately so those contacting you don’t have to replay your message. If necessary, spell out the email address of your contact person.

If you’d like to elaborate on your message, here are several options, along with some caveats, to consider:

  • Conveying your personality. Perhaps you’d like to mention where you’ll be (e.g., I’m hiking Mount Kilimanjaro!) or add a clever tie-in regarding an upcoming marketing event or newsletter distribution. If that’s in character, it can work. But if a “cute” message isn’t you, just keep things simple and authentic.
  • Adding industry info. If you’re away at an industry conference to keep up with the latest regulations, investment ideas or trends, a brief explanation may be useful. By doing so, you’ll let clients know that your unavailability is for their benefit.
  • Giving advance notice. If you’re going on “sabbatical” of four or more weeks, it’s best to tell clients well in advance. Let your clients know when you’ll be gone and whether you’ll be in communication or not. Ask them to think about any issue that may come up, so you can handle it proactively or alert your team to be ready. And, of course, you’ll want to reassure clients that someone will always be in the office to help them and be in touch as needed.
  • Working from a different location. This situation is increasingly common for advisers, given that technology typically permits seamless communication. If, however, your location does present technological challenges and/or a time difference is in play, it’s best to prepare clients. Use your OOO to convey the reality of when you’ll be responding to messages or not answering calls.

And while I’m on the subject, if you’re taking a vacation, take a vacation! If you answer phone calls and return messages while on vacation or don’t want clients to know you’re gone, think twice. That’s not a great long-term strategy for either you or your clients.

Remember Your OOO!

Your OOO message is a courtesy to clients—and even your staff members (who will need to respond to client queries). It’s also an opportunity to prevent any dings to your credibility. When you’re back in the office, make returning messages your top priority even if your staff assures you that all issues have been resolved. And, finally, remember to turn off your OOO and change the message on your phone as needed.

Joni Youngwirth_2014 for web

Joni Youngwirth is managing principal of practice management at Commonwealth Financial Network in Waltham, Mass.



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