First impressions

Janel called the bowling alley to ask some questions and after the phone rang several times an unenthusiastic person on the other end simply said, “Yeah.”

“Hello, is this the bowling alley?” Janel queried.

“No… I mean yeah”

“No, yes, or maybe?” asked Janel

Saipan is known for many wonderful things; however, general telephone skills and etiquette are dismal. The saying “you never get a second chance to make a good first impression” is apropos for phone conversations. The telephone is often the first contact that a prospective customer will have with your business. It is difficult to gauge the number of lost sales due to the poor handling of a prospect over the phone, but it’s a sure bet that many people avoid visiting a business due to the poor handling of a telephone conversation.

Unfortunately, most business owners do not train their employees to properly answer the phone. Some people answer the phone the same way they answer it at home. What may be okay at home could be unacceptable in a business setting. Chewing gum or trying to talk with a mouth full of betel nut does not create a positive impression on the other end of the line. Even though the person answering the phone may be well groomed, dressed immaculately, and in a beautifully decorated environment, all the prospect hears is, “Yeah” and the sound of gum smacking in the phone receiver. The impression one gains is diametrically opposed to what the business owner might hope to convey in person, but she will often not get that second chance.

Even the major corporations on island have people answering calls in a way that makes you wonder if you called the right number. Answering the phone is a skill, and very few people do it properly without the right training. Here are some tips that can help better your phone communication skills and boost customer satisfaction:

When you answer the phone, you should at least identify your organization, your name, and ask how you can assist the caller. For example: “ABC Company, this is John Camacho. How may I help you?” Your company may want you to add some other statements, or have a specific greeting. When we lived in Texas, we visited the local Thrifty Nickel classified publisher to place an ad and heard one of the reps answer the phone this way with a friendly Southern drawl: “We’re having a GREAT day at Thrifty Nickel! This is Susan, how may I help you today?” Now if you did not have a smile on your face before calling, Susan’s cheerful voice was sure to brighten your day. We didn’t ask, but I’m sure it didn’t hurt sales either.

Phone etiquette also applies to the caller as well. When you call a business, be sure to identify yourself immediately and state the purpose of your call. For example, “Good afternoon, I’d like to speak to Tom Smith. Please let him know this is Mary Simpson calling about the XYZ proposal.”

Speak clearly and distinctly when you answer the phone and throughout the conversation. We have tried, but we still cannot understand what the people on the other end of the phone are saying when we call some businesses. They have answered the phone so many times that they blur the words together into a nonsensical phrase. Even if you say the same greeting two hundred times a day, that caller may be hearing it for the first time. Resist the temptation to state your greeting in a mechanical and unfriendly way.

Take messages accurately and with a smile. If the caller is not able to speak to the person he asked for, ask if you can be of assistance, or take a message. To avoid possible communication problems, you should get the full name and correct spelling of the caller, ask for the name of the person’s organization, get the full telephone number, say “thank you,” and tell the caller you will get the message to the person right away, and then note the time and date of the message before delivering it to the intended receiver.

Thank people for calling to show your appreciation. Some companies even use it as part of their greeting: “Thank you for calling Jones Enterprises…” Thanking people at the end of a call is also a strong customer satisfaction booster.

These are a few tips that should make a difference in the impression you give your next caller. What would it be worth to you if only one more person decides to visit your business and make a purchase because of your better phone skills? Multiply that average purchase amount by the number of days you are open, and it could be significant. Making a good first impression could turn into a lasting and profitable relationship with your customers.

(Rik is a business instructor at NMC and Janel is the owner of Positively Outrageous Results. They can be contacted at: biz_results@yahoo.com)