While callers can't "see" you while you are on the phone - they definitely can form an early opinion of you based on WHAT you say and HOW you say it.
Studies have shown that 87 percent of people judge a caller by the tone of his or her voice, instead of the actual words spoken. A professional voice and good telephone etiquette is important when making a good first impression on potential clients. So remember, "TALK NICE!"
Six important telephone etiquette tips:
- Answer the phone by the third ring. Don't let the phone ring off the hook! Always answer the phone by the third ring. If you are unable to do so, make sure that the answering machine is on.
- Start with a professional greeting. Prepare a short, concise and professional greeting to use for "in-person" calls as well as for your business answering machine. When creating a message for the machine, practice what you are going to say so the message is clear. Play back the recording and listen to it to make sure the message wasn't "too fast" or "too slow," and always leave clear instructions for the caller.
- Be prepared before answering. Be ready to take down the caller's name and information on the first call. Have a pad of paper and pen nearby so you can take notes if needed. Don't rely on memory alone!
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Be an interested listener. Ask how the caller is doing or how he or she heard about your business. Be sure to ask for the correct spelling of each caller's name.
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Return calls promptly. This is the most important telephone advice for every professional. Cultivate the reputation of someone who is prompt by returning all telephone calls.
- Check messages frequently. Potential customers may want to contact you quickly. If you are unable to return calls during the day, be sure to include information on your answering machine to indicate when you will be able to return their call.
Do you have any good telephone tips that you would like to share with PSI members? Shoot us an e-mail for an upcoming Savvy Sitter Suggestions.
