Archive for tag: phone etiquette

Thanks to David Holt, fellow Thought Leader and Editor in Chief, Soar Media Inc., for inspiring this post. David shared with me a phone story. He gave a business associate a referral. This is something we all do from time to time. We’ll say something like “My friend Jane Doe might find that interesting. Give her a call and let her know you were talking to me.” The business associate placed the call, got voicemail, and left ...

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I want to thank my dear friend Janet E. Bardon,  HR Administrator,  Department of Psychiatry,  Dalhousie University for this week’s post. One of my core values in phone communication is we must always speak so that our customers “hear” our desire to be of service. The importance of this is beautifully illustrated in a post by Capital Health that Janet took the time to share with me. It takes less than a minute to read but ...

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My thanks to Phil O’Neal of Taylor Forge Engineered Systems and to voice talent Natasha Marchewka for inspiring this post. Dismay is a common reaction when I talk to entrepreneurs, salespeople and fundraisers about follow up. The discipline and persistence involved is uncomfortable for most people. And I do understand. No one wants to be perceived as a pest, or as some people put it, a stalker! Yet the mind shift to consistent follow up is necessary if we ...

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“B” stands for Be Brief or Be Precise. Most of us would immediately say “yes” to having more time; our days are filled to capacity. This is why a loooooong voice mail message is unappreciated, often unanswered and sometimes deleted without ever being heard. The three main components of a phone message are: 1) Our name and company name; 2)The reason we are calling; and  3) When we are available to receive a return call. When we limit ...

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Irritating and frustrating are the two most common words I hear when people talk about “phone tag”. Think about that for a moment … is this how you want to make your clients or prospects feel – irritated and/or frustrated? And take it one step further – do you want to sound irritated or frustrated when you finally reach them? No, of course not. So … make it your practice to avoid phone tag. And the best way to do ...

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Leaving a message is one of the basics of effective telephone communication yet many of us find ourselves stumbling “at the sound of the tone”. The first “A” of message leaving stands for Always, as in always leave a message. Of course, there’s an exception for every rule and in this case it applies to spouses, best friends, close business associates or partners, etc., but in the majority of cases, if you want to create and ...

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I’m sure I’m not alone when I admit that I have been packing up my things and saying my farewells at the end of a committee or board meeting only to be startled by a voice arising from the middle of the table. “Thanks for a great meeting,” it will often say while the rest of us realize we’d totally forgotten about their tele-presence. Here are a few tips that allow for maximum participation from those ...

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Using email to sell to prospects and clients without any conversation is like working on a jigsaw puzzle with pieces missing. The end result won’t be what you wanted and … it won’t be as much fun! It isn’t that I don’t appreciate email. Know that my background includes years of direct mail campaigns to hundreds and hundreds of prospects. This involved creating a new brochure, verifying addresses, addressing and stamping the envelopes, getting everything in ...

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If you or your team are responsible for reaching business decision makers by phone, you need to acknowledge the subtle shifts that have taken place in the past two years. And then you have to adapt … or see both revenue and morale falter. The first and most important change is – it is absolutely true that decision makers are more difficult to reach by phone today than they were one year ago, perhaps even six ...

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Recent work calling into Vancouver has provided a great story of how not to answer the phone: At one association I was greeted by what I’ll call an “unengaged” receptionist. She wasn’t unpleasant, but she wasn’t welcoming either. She did not use her name when she answered the phone and her voice was without warmth. I asked for the Executive Director by name to which she responded “May I ask who’s calling please?” This is an oft-asked ...

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