SMILE

For Heaven’s sake, smile, you’re on…the telephone.

That sounds kind of silly, but it’s actually important.  If you don’t carefully monitor the manner in which your telephones are answered, this can impact the public – and your potential customers – in a negative way.  As we know…image can be everything.  Something seemingly minor, like the old cliché of “making a good first impression” can bring you more business and help create loyal customers. 

Here are a couple of real life, negative and positive, examples to consider:

Early in my marriage, I took a job that required my new wife and me to move far from her family and friends.  I was working outside of the house for various clients, as my wife stayed home, for the most part.  She answered calls for me from prospective clients needing voice work, scheduling my appointments or taking messages, throughout the day.

Most of the time, she conveyed to the callers that she was happy to be answering the phone; an energetic, friendly voice on the line.  With her warm and welcoming nature, she put my potential clients at ease and (I have no doubt) helped me win more business.

But one day, I called home to get my messages from my wife, and I met with a mournful “hullo?”. Ahhhh, my wife was having an off-day.  She was homesick; missing all of those old, familiar things, especially her friends and family.  I knew what was going on, but any other caller probably would have been confused by this unpleasant greeting, and perhaps even deterred by it.

Another incident worth noting took place several years ago at our office.  Annabelle, (the name has been changed to protect the innocent), sat at the front desk, greeted customers, answered the phones, and she was good!!!!

After talking to her on the phone, you felt good about yourself, your day, and your life.  In fact, one of my clients called and fell in love with her…over the phone.  He insisted on meeting her, knowing she must be as attractive and wonderful as she had made him feel.  My client and Annabelle eventually married. Upon reflection, I truly believe that this union is a testament to the power of human emotion, and how important it is to convey the message we want to project.

Your company has the opportunity, every day, to provide your callers with a great experience.  Whether prospective clients, current customers, or the general public, your caller’s perception can greatly impact your company’s bottom line. Presenting a cordial and professional image over the phone won’t cost you a dime, and the benefits to all involved will be well worth the effort.