The Client - TNBANK (Our client since Feb. 2019)

The Client’s Story

TNBANK was conceived by business owners in East Tennessee. They wanted a bank whose local directors and managers made decisions locally. That idea of hometown banking is ingrained in the company’s culture. In fact, Hometown Banking® has been a registered trademark of TNBANK since November 2002.

The bank now serves three counties from five locations, but they’re still committed to the idea of being a local bank that does business with its neighbors.

The Writer’s Take

“We work to emphasize that hometown nature of TNBANK,” said Senior Creative Consultant Bob Seybold, “so we've created On Hold Marketing for them with a fun, friendly style that supports their strong ties to the communities they serve.” 

Bob said, “It's great to work with people who give us an opportunity to tell their story in a way that's relatable for their customers.”

The Client’s Thoughts

“I have nothing but good things to say!” wrote TNBANK Retail Assistant LaKrista Graham. She likes that we’re “so easy to work with” and that the “communication is awesome.”

And TNBANK’s Senior VP of Retail Banking Leslie England wrote, “You have been a joy to work with.”  

Production Credits

Creative Consultants: Bob Seybold
Voice Talent: Amy Jeffries, Scott Greggory & Bob Seybold
Recording Engineer: Don Binkley

The Client - Downey (Our client since 2018)

What They Do

Downey is a family-owned HVAC, plumbing and electrical contractor. They’ve been serving businesses and homeowners from their facilities in Bowling Green, Ohio since 1995.

In Need of a Change

Prior to January 2020, we provided Downey with very traditional On Hold Marketing content that focused on their services. But when Creative Consultant Cassandra Evans took over the account, she discovered that our primary contact Jen Backus had a concern. “A few of our customers commented that they were annoyed listening to all of our messages while on hold,” said Jen.

“That alarmed me,” said Cassandra. “And I realized that Downey was ready for a new approach.” That’s when she suggested Humor On Hold™ to our client.

A Great Reaction

“We sent Jen several examples of our humorous On Hold Marketing videos to give her an idea of what’s possible,” said Cassandra. “Halfway through listening to the first recording, she sent me this message: ‘Thank you for all the information and examples! I have only listened to part of the first one, but I LOVE IT! I’m so excited about what I’ve heard so far!’”

Once we sent her the copy for her new production, Jen replied, “The script is awesome. I approve! How exciting! Thank you so much!”

And she was just as happy with the finished product, which you can hear in the video above.

Production Credits

Creative Consultants: Cassandra Evans & Scott Greggory
Voice Talent: Scott Greggory & Amy Scott
Recording Engineer: Don Binkley

The Client - Hotel Santa Barbara (Our client since 1999)

What They Do

Hotel Santa Barbara is a boutique hotel in the heart of Santa Barbara, California. It was built in 1926 after an earthquake destroyed much of the city's downtown.

In its early years, the hotel was a favorite spot of Hollywood stars. After a period of decline, it was re-opened in the late 1960s, spruced up in the mid-1970s, then completely renovated in the mid-1990s. Ever since, it's been one of the jewels of beautiful Santa Barbara.

The Content

We've been providing the On Hold Marketing for Hotel Santa Barbara since May of 1999, more than 20 years as of the date of this article.

Much of the content has focused on what the city offers visitors, including its many restaurants, the Urban Wine Trail, the farmers market, the International Film Festival and the historic Granada Theatre.

The Client's Thoughts

"We love working with BusinessVoice," wrote Jennie Jacobs. She's been the hotel's Director of Sales and Marketing since the fall of 2016.

"We appreciate the creative support and high-quality recordings we receive every quarter. BusinessVoice is great at following up and making sure we're on schedule with our new On Hold Marketing. That really helps us out because we're such a small team. And the updating process is easy and convenient, which we really appreciate."

Production Credits

Creative Consultant: Andrea Poteet
Voice Talent: Scott Greggory
Recording Engineer: Don Binkley

The Client - Ray’s Trash Service (Our client since July 2009)

The Writer’s Thoughts

“We apply a humorous approach to disrupt callers on hold and present Ray’s services in a fun, unusual way,” said Creative Consultant Andrea Poteet. “Trash is serious business to the people at Ray’s, but it’s inherently a funny subject to most everyone else. I love that Ray’s can see that and that they let us take advantage of the opportunity to apply humor to their brand.”

Acknowledging the Ugly Truth

One of the tactics we take with Ray’s is addressing negatives. Yeah, trash stinks. Yeah, you don’t like shredding sensitive documents. And yeah, you’ll go to jail if you get caught dumping electronics in Indiana. But those are the facts. By bringing them up, we show how valuable Ray’s Trash Service can be as a company that alleviates those problems.

The Client

Founded in 1965, Ray’s Trash Service is based in central Indiana. Through its seven locations the company provides waste disposal and recycling services for residential, commercial and industrial customers across 17 counties. They also offer demolition, disaster clean-up, document destruction and land clearing.

Production Credits

Creative Consultant: Andrea Poteet
Voice Talent: Scott Greggory
Recording Engineer: Don Binkley

The Client - Eaton Family Credit Union (Our client since 2003)

The Writer’s Approach

“We want to maximize awareness of all the ways Eaton Family Credit Union can serve its members, so we use their On Hold Marketing to highlight the wide range of products and services they offer,” said Bob Seybold. He's the Senior Creative Consultant who writes the content.

Our goal is to provide information that callers can actually apply, so hold time is never considered wasted time. 

“We might talk about finding auto loans or credit cards with better rates or how members can earn more interest with a CD. We share details about using new technology to make payments with smartphones and keep tabs on account security and spending. And we might suggest ways to reach financial goals, like home ownership, funding a child's college education or meeting retirement goals.”

The Feedback

Mike Losneck is the CEO of Eaton Family Credit Union. He wrote, "We have been a client of BusinessVoice for many years, and we always look forward to hearing each quarterly production."

The Client

Eaton FCU was founded in 1937. Today, the non-profit organization provides savings, investment vehicles and lending options to its 14,000 members. From four offices, they serve the financial needs of people in Lake and Cuyahoga counties in Ohio, as well as employees of select corporate partners in northeast Ohio, Illinois and Arkansas.

Production Credits

Creative Consultant: Bob Seybold
Voice Talent: Amy Scott, Scott Greggory, Bob Seybold
Recording Engineer: Don Binkley

The Client - Lakeland Auto and Marine (Our client since February 2017)

Something Different

This On Hold Marketing production begins the same way many TV shows do - with a quick re-cap of the highlights from recent episodes. The difference: these on hold highlights make no sense. It’s a media reference most callers will understand, but it’s oddly out of place in the on hold channel - and a lot goofier.

After the re-cap, the Humor On Hold shifts into a more traditional format, but with subject matter such as driving into a tree, the suggestion of an amorous relationship with a tire, and cooking nachos on a hot car engine, the content is anything but traditional.

The Client’s Reaction

When he first read the script, Lakeland Auto and Marine President Chris Hamann replied, “I can’t stop laughing! This is great! How do you come up with this stuff?”

Then, after Chris heard the finished audio, he called the writer Scott Greggory. “I keep thinking [the productions] can’t get better,” Chris said, “but this one topped them all. I think it’s just phenomenal. I really mean this - it’s truly been enjoyable working with you. I’m so thankful that you’re willing to do this kind of stuff for us.”

The Caller Response

Chris said, “We get people who call all the time and WANT to be put on hold. Vendors and customers call us and just laugh. We actually changed our phone set-up to feature the On Hold Marketing. The feedback has been absolutely fantastic.”

A few days later, Chris forwarded a customer’s email he’d received. It read, “Just FYI - funniest phone hold messages EVER. LOL!”

Even Lakeland's Facebook followers have commented on our Humor On Hold. Steve K. wrote, "Don't mind being on hold with Lakeland Auto and Marine." And Don H. added, "Nothing like asking to be put on hold again so you can finish listening."  


This production won a Platinum MarCom Award in October 2019. Details here
This production also won a Silver Communicator Award in May 2020. Details here.

Production Credits

Creative Consultant: Scott Greggory
Voice Talent: Scott Greggory, Amy Scott & BusinessVoice Staff
Recording Engineer: Don Binkley