Archive for: October, 2011

1. In response to several queries I’ve received this week, I want to remind all of us that voicemail, the message our clients and potential clients hear when we are not available, is our receptionist, our avatar if you will. We need to empower it to both welcome and inform our customers, and work for us so we can focus on the meetings, people or creative tasks that prevent us from answering the phone. I compare ...

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This post is about seeking understanding. My hope is that, once you read the stories below, you’ll be able to shed some light on the “why” of things. If you can’t, please send this post along to someone who might be able to provide all of us with some illumination. As many of you know I don’t only teach telephone communication skills, I’m also on the phone for specific clients – fundraising, selling, booking appointments, a ...

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Our choice of words on the phone, especially with people we don’t know, are what take a conversation from good to great. In fact my passion for phone communication grew out of my discovery many (many) years ago that my use of the word “just” (as in “I’m just calling) was directly responsible for my lack of success. I know many of you find this hard to believe – that one word can have such a ...

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This post is a bit of fun – completely unrelated to phonework, which may be a first, but Thanksgiving seems to be the perfect time to share these thoughts. It started on September 9 of this year. My husband and I were having a conversation about a project he’s doing with two or three other people. He was expressing a few concerns and then somehow revealed that one of the other people involved in the project ...

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Twice this past week I was in two situations where someone answered their phone when it would probably have been wiser if they’d let it go to voicemail. I understand that we are all busy, that we want to grab an important call when possible rather than extend the length of phone tag. But when we take a call at an inopportune moment, we can risk a bruise to our reputation and/or lose a customer altogether. The ...

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