Friday's Think BIG! Business Success Tip

It's Not One and Done-Part 4

“Phone Tips That Work”

Since January 15, 1915 when Alexander Graham Bell shouted in his new apparatus, “Mr. Watson.  Come here.  I want to see you”, the telephone has grown in its value to not only the lives of so many individuals and families in the world; but, it has become a critical part of business as well.  How we use the phone can greatly influence how we are perceived; and to an extent,  how successful we might become in our business operations.  Let’s explore some phone best practices that could help you grow your value and streamline your business operations.

First, telephone tag can be a nightmare.  It can become a huge time bandit.  To help lessen or eliminate the crisis, keep these points in mind:  a) Establish set hours you will accept calls. This can be publicized so that everyone knows.  b) Be sure you know the best times to reach people.  That can be determined by asking early on.  c) If you leave a message, be concise and human in your tone. Have message points written down before the call.  d)  If you can discuss the issue with someone else, do so.  Don’t allow your ego to derail an action. e) As the last resort, try texting.  It just may get the attention you seek.

Next, when you answer a call, put a smile in your voice.  No one likes to hear a “grump” on the other line.  If your mood is not 100% positive, it is better to return the call later than accept it and give concern as well as a poor perception to your phoning partner.

Third, when placing calls, be sure to: a) Clearly identify yourself.  b) Listen attentively.  No multi-tasking is allowed.  c) Take notes to be sure you are getting the key points of the call. d) Repeat what you heard in summary to the caller for clarification. e) Be polite and professional.  f) When the call is complete, listen for the click.  Be sure you allow the other person to hang up first so that you can be certain they are complete with their message. 

Fourth, when faced with an excessive talker: a) Utilize a distraction such as saying that someone just put a note in front of you or that someone just walked in that you need to speak to about an issue.  b) Inform them that you have a tight schedule for the day but have 5 minutes or so to break and talk.  When the time expires, bring up your tight schedule and note you will have to reconnect later. c) Take the initiative and say that you don’t want to take up more of their time as you know how busy they are and politely end the conversation for the day.

Fifth,  here are some quick hits:  a) Keep out of office messages updated.  Your professional image drops if someone hears your message mention Christmas and it is the middle of July.  b) To insure you are speaking clearly and with proper tone, and you have a smile in your voice, record yourself and then ask, “What image am I projecting?”  c) ALWAYS use hands-free operation for calls made or placed in your vehicle.  Your life is worth more than distracting your eyes from the road. If conversations get complex, pull off the road to a safe place out of traffic to concentrate on your call.  d) Return all calls no later than 24 hours from their receipt. If you can’t due to issues, have someone make the calls for you in your absence.  Though there might not be a conclusion to the issue at least you show your professionalism. e) When speaking with a receptionist or other designated screener, be sure to get their name and use that name at least 3 times during your interchange.  When you end, be sure to provide a resounding “Thank You”.  This sets you apart from almost 98% of all callers.

The world is a vast arena of first impressions.  Your perception by others could be the difference in success or shortfall. Learning to properly use the telephone and how to control the interchange is a skill.  It takes time and practice but it can be mastered by anyone.  Utilizing a few best practices could provide you with that little extra necessary to enable you to be recognized and heard clearly.  When you are recognized and heard clearly, your opportunity for creating a favorable first impression rises and your perception to others could bring you the success you need and desire.

For more information about how Think BIG! Coaching and Training might be of assistance to you and or your business, contact us:  herman@thinkbigcoachingandtraining.com / 304-839-5101 or visit our website...

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