Quick Tips - 60-second lessons to improve your business

The common telephone may well be the most misunderstood and misused piece of business equipment in the world. When you think about how much work is done via telephone, then compare that to the amount of effort most people put into learning to use the instrument properly, it fairly boggles the mind.

For the reader, this is good news! Proper use of the phone can easily set you apart from the competition. This difference can be far more drastic than you may think. Consider that many relationships are begun with a phone call, and that many continue to rely on the telephone as one of the major means of communication. If you're twice as good on the phone as your competition, you could well end up with ten times the sales. Those are numbers difficult to ignore.

These tips focus on your phone personality - how you come across to others during your calls. They do not include the many ways in which you can do better (and more) business. Remember, however, that how well you can do business won't matter unless others feel comfortable doing business with you.

With that in mind, here are fifteen ways to improve your telephone personality.

Take a Breath

Before you answer the phone, take a slow, deep breath. Let it out slowly, and release any tension or stress that you may be feeling. Remember, the caller can hear stress in your voice. Regardless of what caused the stress, it can have a negative impact on your call. It can even make the caller feel as if you don't want their business.

ID the Caller

If you have caller ID on your phone, use it to your advantage. If you recognize the name or number of the person (or company) calling, you can answer the call with a personalized greeting. People love being recognized, and it shows them you consider them important.

Answer Professionally

It doesn't have to be a long, memorized spiel. In fact, that can often do more harm than good. A strong, well-enunciated "hello" may be all you need. Or, "good morning; this is Joe." If you must use a pre-planned greeting, cut it to the bone.

Slow Down

Many phone professionals mistakenly believe that talking fast demonstrates effectiveness. Instead, it can make the caller feel agitated, and lead to misunderstanding (or not understanding at all) what you are saying. It can also make the caller feel as if you view the call as an inconvenience.

Slow Down, Part 2

Speaking of that pre-planned greeting, it will bomb if you speed read it. Think of the pizza place down the street:

"ThankyouforcallingJoe'spizzawouldyouliketotryourextralargedoubleanchoviespecial?"

My favorite planned greeting comes from Men's Wearhouse, where we answered:

Thank you for calling Men's Wearhouse, where you'll like the way you look. This is Lane."

Spoken at a relaxed (normal) speed, with a short pause at the comma and the period, this greeting thanks the caller, reminds them of the company's main slogan, and tells them my name.

Smile When You Say That

It's true: People can hear a smile. They can also hear a frown. Let them hear you smile, and the call will often be more productive. Many telephone call centers place a mirror in every cubicle so that their operators can see their own faces. I recommend doing the same for at least a month so you can see how you look.

Appreciate the Call - and the Caller

It's so easy to say "I'm glad you called," or "it's great to hear from you." A few words can underline the importance you attach to the caller and their business.

Get Personal

If the caller is known to you, take a minute or two to be personal. A simple "how are things in your world?" can work wonders, especially if it's followed by active listening.

But Not That Personal

When asked about your world, be positive, and be short. Don't talk about negative things unless you have to. If you have to admit you've been out of the office due to illness (and you don't have to unless it directly affect the person on the other end), follow it with "but I'm feeling a lot better now." It's also a good idea to spend less time talking about yourself than you do talking about your caller. People enjoy sincere interest shown to them. They don't enjoy listening to a ten minute monologue about your trip to the zoo.

Time is Money

An easy segue from the greeting to business is to say, "I know you're busy, so you must have something important to talk about. How can I help?" Again, you are showing the caller that you respect them. People respond to respect.

Listen Actively

You can't address your customer's need until you know what it is, so listen carefully to what they say - and how they say it. Don't interrupt unless absolutely necessary.

Be Clear

When unsure about anything, ask for clarification. Always strive for perfect understanding of what your customer is saying.

Be Proactive

Address your client's needs in a positive manner. Show them that even when there is a problem, you appreciate their business.

Close with Authority

If there is anything you must do based on the call, end by telling the client the tasks you will complete, and when they will be completed. Get agreement on the action list and time line. This shows your client that you clearly understand what has to be done, and that you are prepared to accomplish all items in a timely manner.

Be Thankful

Before hanging up, thank the caller again, for the call and for their business. Appreciation goes a long way in strengthening a relationship. In addition, it doesn't hurt to wish them a good week, or weekend.

There you have it - a list of fifteen things you can do to improve your phone personality. By focusing your energy in ways that clearly demonstrate to your client that they, and their business, is important to you, you strengthen your bond with them, making it all that much easier for them to spend their money with you.

Commit these tactics to memory, then commit yourself to action. When you do, you will rise above the crowd of competitors mired in mediocrity, and soar to new heights of business success. It's a virtual certainty that following these tips will improve your business, and your bottom line.

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