In today’s business world, effective communication is paramount, and the telephone remains one of the most essential tools for engaging with clients, prospects, and partners. Automated answering services, voicemail systems, or hold music can significantly impact your company’s image and customer satisfaction. Therefore, it’s important to ensure that the telephone is a productive sales tool rather than a hindrance. 

The first interaction a caller has with your company is often through a phone call. This brief exchange, often lasting less than a minute, plays a pivotal role in shaping the caller’s perception of your business. That’s one reason why it’s crucial to use that first impression as an opportunity to create a positive and lasting impact. Below are some strategies to help you refine the way your business greets its callers.

Evaluate Your Office’s Phone Etiquette

To understand the true experience of a customer or client calling your office, consider making a test call. Just don’t reveal your identity. Have someone whose voice your staff does not recognize place the call while you listen in. This method allows you to assess the quality of your telephone service in an objective manner. During the call, listen for the following:

• A friendly and professional greeting, such as, “Good morning, [Company Name],” followed by the name of the employee and an offer to assist.
• A calm and helpful response to inquiries, or the offer to direct the caller to someone who can provide more information.
• Reasonable hold times, with an apology if the wait exceeds typical expectations.

This process is well worth your time, as it will give insights into how your staff handles calls and whether improvements are needed.

Assess Your Answering Service

If your business relies on an answering service, it’s vital to evaluate its quality. Conduct a similar test to the one mentioned above, but focus on how well the answering service represents your company. When evaluating this service, ensure that:

• The operator answers with your company’s name, rather than using a generic, impersonal greeting like, “May I help you?”
• The operator is well-versed in your business’s key details, such as hours of operation, employee names, and company policies.
• The message conveyed by the operator aligns with the information your business wants to relay to customers.

If the answering service fails to meet these standards, take the time to educate the provider on your expectations. There are many answering services out there. If yours is not meeting your standards, it might be time to make a switch.

Review Your Voicemail System

Your voicemail greeting is another key touchpoint for customers and clients. How it sounds can significantly impact their perception of your professionalism. Periodically listen to your voicemail message and ask yourself the following questions:

• Is the voice recording representative of your brand? Choose a voice that is clear, engaging, and professional, so that it strikes the right tone for your business.
• If your voicemail or call system includes background music or on-hold music, ensure that it is calming and unobtrusive. Many businesses make the mistake of choosing music that is grating and leads to someone hanging up before speaking to a member of your team. 

A well-crafted voicemail message ensures that callers feel valued, even if they are unable to speak directly with someone.

Humanize Your Technology

There is no doubt that automated voicemail systems, speakerphones, and conference call capabilities are indispensable tools. However, it’s essential to remember that while these systems offer convenience, they can lack the personal touch that a human voice provides. The truth of the matter is that most people still prefer speaking with a real person. 

Even if the employee who answers the phone is not the highest-paid member of your team, the human voice remains an essential element of your company’s identity. An empathetic, attentive response can leave a positive impression, contributing to a stronger relationship with your clients.

Today’s businesses must embrace the benefits of technology while remembering the importance of personal interaction. By regularly reviewing and improving your phone etiquette, you ensure that your business presents itself in the best possible way from the moment the phone rings.

Copyright: Business Brokerage Press, Inc.

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