"Mr. Watson -- come here -- I want to see you.". These were the first words spoken over our beloved telephone in 1876 by its inventor Graham Bell to his assistant in the next room (Thomas A. Watson). I have posted Grahams hand drawn diagram below, in case you want to re-wire your office.

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The telephone must be the single most important tool for business today. It therefore shocks us that many people have little or no phone skills at all. Bad phone manner drives existing and prospective clients away in droves.

How many times have you phoned a company with a simple question that would lead to the purchase of a product or service? A time when you had to press the latest lotto result on your keypad only to be left on hold for 30 minutes. Then to be greeted by somebody who really just wants you to go away and die? Somebody who thinks of you as just another bloody call, a nuisance or interruption to his or her day. Your heart sinks and you feel an overwhelming frustration build up inside you. Your defensive walls are raised at a million miles an hour and before you know it, you went from being happy (like picking daisies), to looking at engaging in verbal combat with this person. I know myself that there are several companies that I need to phone but keep putting it off as I know that I will be left on hold until the next ice age (well almost). Due to this fact alone I am ready to jump ship as soon as a better deal arises. It is not good business. And definitely does not encourage word of mouth.

Say you ring a business and the answer comes back at you with an upbeat "Goooood morning! Thanks for calling ABC Pyramid Builders, this is King Faruk! How can I help you?". King Faruk talks to you as if he has been waiting for your call all day. He listens to you, remembers your name, appreciates your call and tries to help you out as much as possible. King Faruk has made you feel good. Ands that’s what it is all about.

First impressions last. So if the phone is the first encounter with your business, make sure it’s a good one. It is vital that your staff understand this too.

Here are some easy to implement phone tips:
Always mention your name (and business name) when answering the phone. People like to know with whom they are talking. How do you feel when somebody just picks up the phone with 'Hello'?

Do people keep asking you to repeat your name?
If so, it could be the way you say your name. Try and slow down and say it more clearly next time. It will save you time and save people from the embarrassment of asking for your name again.

Don’t see the telephone as an interruption!
Somebody has taken the time out of their day to phone you! It could be your next sale.

Answering your phone after 5pm.
Many people I meet, refuse to answer the phone after 5pm even though they are still at the office. However this is the time when you are most likely to make a sale or bring on a new client as none of your competitors are available. At Martin Print, I can’t count the number of times I have answered calls after 5pm and spoken to a client who desperately needed some urgent printing or was unable to phone during the day due to work commitments. Most business phone calls last no longer than 2 - 5 minutes. Remember that a real person is on the other end, who is more than likely trying to put some dollars in your pocket. Don’t let them down.

Remembering names.
As you know, names are very important. In many cases you will forget the persons name during the conversation. Especially if they have an unusual name. Write down the persons name on a pad you keep by the phone. Forgetting a name during a conversation is embarrassing and doesn’t show much interest on your part.

Return calls promptly.
Often a client is promised a return phone call within a set time frame. Your clients are busy just like you and have things to do. It’s a good idea to return the call, even if it is to say that you will be calling again later. Your caller will have peace of mind that you are on the case and can go about their business. If you use voice mail or an answering machine, it pays to check the messages often.

Do only one thing at a time.
If you are talking to a client on the phone, make sure that is the only thing you are doing. Focus 100% on the phone call. Phone calls generally don’t take very long. You can check your email or continue working after the call. It is easy to sense that you are not paying attention to the conversation. If you are too busy, either transfer the call to somebody else who can help or return the call at a later time.

No silence please.
Silence is uncomfortable and people generally don’t like being on hold. If you are waiting for your computer to do something, or anything else for that matter, keep the conversation going with your client. Or offer to phone back.

Dealing with 3 legged 4 eyed bloater monsters.
If you receive a phone call from one of these angry and abusive bad boys, I suggest you get in touch with a psychiatrist as you could be losing your mind. No seriously. Hear the person out, get all the details, and if you feel yourself getting all worked up and upset, explain that you will fix the problem or come up with a solution and phone them right back. You can then hang up the phone, calm down and think about the situation more rationally. Otherwise you may act on emotions and say something silly and get eaten for dinner. Issues usually arise from misunderstandings which will be much clearer to you once you calm down. When you are ready, phone back as you promised and sort out the problem.

Keep on smiling.
Just like in normal face to face conversation, it is important to smile while on the phone. This will help your voice sound happy and friendly.

Interactive Voice Response (IVR).
If you employ one of these systems where callers are asked to key in numbers for different services, make sure that the caller has the ability to get through to a real person as quickly as possible. It is very annoying to spend 5 minutes listening to prompts and pushing numbers before being able to speak to a real person. At Martin Print we always offer the caller to dial 0 to be connected straight to an operator.

Virtual Receptionist