Some businesses pride themselves on answering incoming
telephone calls by the second or third ring, and every business should have
incoming telephone calls answered by a live person. However, both of these
great intentions may not be possible for some business people. Sole proprietors
or those without a large support staff must have a professional greeting on
their phone system, even if it is a cell phone. It should be short, direct,
complete, and prompt the caller to leave adequate information for the business
owner.
There are business people who brag that they actually answer
their phones, but is it a consistent practice? I know many people who never
answer their phones, hiding behind their voice mail and picking who they will
favor with a return call. This will kill any business. People will learn that
you do this and stop wasting their time calling you. Business people who have a
secretary or assistant who answers their phone for them are guilty of a similar
practice. The phrase, “I’ll see if he is in” means “I’ll see if he will honor
you by answering your call.” Often the caller could easily say, “Just turn
around and see if he is in”.
No matter the reason, when someone leaves you a voice
message, return the call. If you can, return it within that business day or
within 24 hours at the most. Even worse than not answering your phone, it is
more insulting when you do not return calls. It doesn’t matter if the caller
leaves a message on voice mail or with your assistant, return the call. You may
know the caller or not, they may leave an adequate message or not, or they may
need immediate assistance or just want to say hello. No matter the situation,
just return the call.
If someone else can answer their inquiry before you can
return their call, make that happen, and then call them to verify that their
problem is handled. If they do not leave an adequate message, and you don’t
know exactly what they want, call them to find out. You might do some research before
you call, if possible, to anticipate their needs. If you don’t know the caller
or what they need, you should call them to discover who they are and what they
want. Don’t just wonder what they could possibly want; call them. If they call
more than once, what are you waiting for? Many businesses would love to have a
stranger call them.
I recently called someone that I met to verify his email
address. The call rolled into someone else’s voice mail, and I left a message
that I was searching for the other individual, giving my telephone number,
name, and business name. When no one called me after several days, I called
again and left the same message, adding that I would appreciate a return call.
I received a call back stating that they had not returned my original call due
to the fact that no one there knew who I was or what I wanted. I receive calls often
from people who I do not know, and I am happy to discover who they are and what
they want. If we cannot do business, how can we form a networking relationship that
will benefit both of us?
What have been your telephone experiences? Do you ever take
calls from strangers who turn into networking partners or customers? Please
leave me your stories of similar situations and your feelings about phone etiquette.
You can also email me at Jim@SOC4Now.com, or you can always call me at 360-314-8691. If you get my voice mail, I’ll call you back, I promise.
Remember that your telephone greeting can make your clients feel appreciated or
not. Make leaving a message a pleasant experience, only surpassed by your
return call.
Very nicely said, Jim!
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