This is week #2 of little but BIG things that mean a lot.
Last week we spoke about how a little thing like picking up a toothpick lying on the floor can speak volumes about your business. This week, little but BIG thing #2 is answering the phone correctly.
Wait, there’s a right and wrong way to answer the phone? The answer is yes. Most businesses have never suggested to their employees how to answer the phones, let alone have a policy. But yet, how your phones are answered says a lot about a company.
For many potential new customers, the first time they interact with or meet your business is when they call on the phone.
The entire process of answering company phones, from how quickly you answer to how you conclude the call and what is said in between, either with a live person or a voice-recording, can determine whether potential customers choose to do business with you… or not!
Far too many businesses take answering the phone for granted. After all, what is so hard about answering the phone? However, having a set policy and procedure for answering the phone not only ensures the phone is answered the way you want it to be, but it also implies to ALL employees that you are a professional organization in ALL areas of your company.
With today’s business climate of limited and multi-tasking staff, there is often little time to answer the phones appropriately. In this case, a professional voicemail should be used in place of a live voice. Just because a customer is unable to reach you does not mean they cannot be greeted with a message and feeling that creates a positive impression.
Remember that when someone calls your business, they are not calling to just chat. They want something, and it’s typically an answer to a question. In the 15 Rules to Phone Call Etiquette, Rule #6 is, “On-Hold Permission and Thank You”. Before placing a person on hold, first, ask their permission to do so, don’t tell them. Also, get their phone number in case the call is cut off for any reason. Upon returning to the call, show respect for their time by thanking them for holding!
Having a policy and set procedure on how you expect your phones to be answered is a small but important part of operating a professional business.
“Little Things” do mean a lot!
If you would like to see the 15 Rules to Phone Call Etiquette, click here.