Selling is Serving... Customer Care Numero Uno: The Telephone

We all know that our customers are the most important part of our business. This is the first in a series of posts about caring for our customer. We want to provide our customer with the best service possible. A large part of how we service customers in small businesses and in direct sales businesses is over the telephone. Therefore, it is important to know how to maximize your telephone presence.

Unlike yesterday, I’m willing to put money down that just about everyone reading this has at least a land line OR a cell phone (if not both). If you don’t…get off the computer, and go get one… right now…and then come back.

The way a person sounds and behaves on the telephone can have a HUGE impact on your customer’s buying decision. Who is going to purchase a product or schedule a party from someone who sounds dull and unexciting? If I were to hear depressed sounding person on the phone asking me to schedule a party, I would automatically assume that the party would be boring, and certainly would not book one.

Each call is like a first impression; even if it’s your mother on the phone. (If you want an example… think of the last time someone asked if you were tired when you picked up the point. Get the hint?)

Here are some quick tips on how to liven up your phone manner (and your sales figures):

• It is going to sound cheesy. And I’m sure you’ve heard it before. But it works…so listen up. When you are on the phone make sure you are actually smiling. This will make you sound more cheerful, alert and attentive. Go ahead and try it at random some day and you will see a difference.
• Consistency is your friend. Make sure you answer the phone the same way every time. People buy when they feel comfortable, and if they hear the same thing when they call you, you will establish reliability and credibility.
• Avoid annoying catch phrases, slang, and an overly casual tone
• Mind your manners. Please and Thank You are just as important on the phone as they are in person. Also, avoid putting your customer on hold for excessively long amounts of time without asking for permission. (Try sitting in perfect silence for 1 minute…feels like forever, doesn’t it? Imagine a 5 minute hold). Don’t eat or drink while on the phone. It’s annoying. SERIOUSLY.
• Make sure you schedule time every day to do your phone work. If you don’t have this in your schedule you won’t do it. Phone calls can be uncomfortable, but they are a key to success in your business, so don’t avoid them. Practice makes perfect.. so you will get more comfortable.
• Thank your customer for their time at the end of each phone call…and make sure you’ve answered all of their needs. End each call on a positive note, and you’ll find your business will soar.
  

Stay tuned for numero dos where we will talk about ways to build relationships with our customers.

Stay Savvy,

Stephen