Let’s talk about phone etiquette for the home based business owner.
There is so much to cover from how to answer the phone, leaving messages, your recorded message and basic phone etiquette…so let’s get started.
Let me start by reminding you, you are an entrepreneur, a business owner and your time is valuable. Unlike the receptionist whose job is to answer the phone, your job is to manage the entire business. I’ve tried to imagine what home based business might require every call to be answered at its origin, and I can’t think of any. You may be the exception. Everyone else, read on.
A while back I realized I needed to give myself permission to not answer the phone. I know that’s crazy, but until then I believed I had to answer the phone every time it rang. With that idea, I allowed others to continually interrupt my train of thought and productiveness while subconsciously telling myself the phone was more important than my current activity.
Now that the phone no longer controls us, how do we control the phone?
1. Have a dedicated phone line for business. If your children and your spouse are not working the business with you and reading these tips, they do not answer the business line. If you choose to use the same number for personal and business use, be sure you are the only person answering those calls and always assume an unidentified caller is business.
2. Your voice mail is an extension of your business. Identify yourself and encourage callers to repeat their contact number with a detailed message. People don’t care why you didn’t answer the phone, “I’m either with a client, on another call, or in the bathroom,” too much information. We don’t care.
When you record your message, stand up and speak clearly. Your energy will be reflected in that message. Here’s my message:
This is Clint White. Thank you for making my business one based on referrals. It is my goal to provide a superior level of service.
Please, leave a detailed message on how I can best serve you in order that I may be fully prepared when I return your call.
If you have been referred to me, please, leave the name of the person who recommended my services, so I can properly thank them.
Frequent callers can press the STAR key to bypass this message in the future because you’re a star, not a number.
Have an amazing Day!
3. When answering the phone, it is important to present yourself as a person with whom people want to do business. Identify yourself and/or your business, “This is Clint, good morning.” If I called the bank and they answered with a simple, “Hello,” I would pull my money out immediately.
4. When calling someone, do the same, identify yourself. If your first contact is a gate keeper, the receptionist, you still identify yourself. Hopefully, the gate keeper has good etiquette and has identified herself. Use her name, “Diane, this Clint White. Is Mr. Keller available?” Be prepared with a clear concise response in the event she inquires about the purpose of your call.
5. Time is money. If you do not have an appointment, dispense with the niceties as quickly as possible. Yes, I believe in building a relationship business. Creating relationships is easier when each party respects the other’s time. Set an appointment and use that time to create a relationship.
6. Call waiting is disrespectful. If you were on a first date and that person takes a call during dinner, that is a CLUE. They are not interested and you are not important to them. The same message is conveyed when you click over to take someone else’s call, “You’re not important to me. The person on the other line is more important.” Ouch! Don’t do it.
7. When leaving a message, leave your name, company name, and the purpose of your call. Does that look familiar? What’s the last thing? Always leave your contact number and repeat it. Even if you believe they should have your number, this is business. Make doing business with you as easy as possible.
I hate it when someone leaves, “Call me back.” First of all, I am not psychic. Second, too many people call me and caller I.D. is not directory assistance. Third, if you don’t leave a detailed message, it must not be important. I’ll call when I have nothing better to do, and that’s if I recognized your voice as someone I want to call.
8. Keep a call record. Hopefully, you already have a system for tracking your business calls. Remember to use it. Take notes on everything for future reference, spouse’s name, children, hobbies, etc. You only have to ask the same question twice for someone to recognize you weren’t listening the first time.
And, finally, here are a few closing items I hope you already practice.
- Don’t eat on the phone, or smack gum.
- Don’t call before 8 a.m. or after 8 p.m. without an appointment.
- Always return calls within 24 hours.
- Do not answer your phone in a restaurant.
- When you are spending quality time with your family, turn the phone off.
And, here’s a bonus. Traditional etiquette supports that the caller is responsible for closing out the call. My philosophy is that the person in control closes out the call. This person can discern when business is done or the other party is ‘done,’ and respects any request to close the call.
Wow! I’m exhausted. Who would imagine we’d have to cover so much material for that simple little piece of technology, the phone. If you are looking for more training on how to run your home-based business, why not use the same training site I use?
In our global economy, marketers are searching for a plethora of customer’s, who many time do not share our own native tongue. I understand how difficult it is to communicate when you are not able to speak the language fluently. The ability to speak with your customers and prospects in their native language can be highly beneficial for your business.
