Written on the 16 August 2014 by Kirsten Lowis
I called the solicitor’s office of a friend of mine and I have yet to figure out what his receptionist said when she answered the phone. As the caller, I wondered whether I had called the right business...
That is not the first impression I would want to leave with a caller. If you mumble or speak too quickly, you’re going to be misheard or misunderstood. Having a strong script, voice and tone when answering the phone to a first time caller is particularly important for mature/senior customers/clients who may have difficulty hearing and understanding.
I also had the chance to overhear one of our team talking to a client today. A couple of things I noticed; firstly, she referred to our fees as prices, and also indicated we would call them back “at our earliest convenience”. This could sound a little pretentious and perhaps not in the callers’ best interest. So I suggested an alternative script would be call them back “at our earliest opportunity today”, giving it a more positive and time-based approach. If there’s one thing we learn in business, words matter. We have to choose our words carefully or risk conveying an unintended or misunderstood first impression.
Here are some telephone DELIVERY suggestions for receiving and making calls:
First published in Zoom in Business Magazine Issue 15.
Author: Kirsten Lowis
About: As the Founding Director of Zoom in Business – a subscription-based network and magazine, NQ Business Sales – a business sales firm based in North Queensland, and Bizrich – a business valuation firm, Kirsten has learnt from the trenches and brings a wealth of personal and professional experience and knowledge to our members. With over 13 years as a franchisee, retailer and start-up business owner, Kirsten has worked closely with fellow coaches, hundreds of clients and the best facilitators in Australia who have run their own business or have experience in running a business and teams. Kirsten’s extensive knowledge and experience as a Registered Business Valuer and Licenced Business Broker helps our readers and members improve awareness of the state of the market, understanding and confidence in buying, growing, valuing and selling their business, while connecting them with local and international news stories and experts to create a capable and dynamic business network.Connect via: Twitter LinkedIn