Business Phone Etiquette

By Bob Brolhorst

If you have ever had one of those days when it seems at though the phone

just quit ringing there are certain steps a business person must take to ensure

that all of your customers are being taken care of in a resonable manner. I

know from just my own experiences that I grow extremely impatient if I get

put on hold for more than a few mintues. So this is how I handle all my phone

calls.

I answer every phone call with smile. I know, the people on the other end

of the phone line can't see my face, but you would be surprised how more

friendly your voice will sound if you have the correct attitude. If you do

this everyday with your phone calls, then when you are out in public it

will become automatic. Don't you feel more comfortable talking to someone

who is smiling as opposed to frowning?

I never let another incoming phone call interupt a call that I am currently

dealing with, that is why that it is imperative that you have a reliable answering

machine or answering service. How important do you feel when the person

talking to you puts you on hold? There is no sale or customer more important

to you other than the one that you are talking on the phone with NOW!!!

Try to setup phone calls as you would an appointment if possible. If you take

this approach you will have all of your customers information in front of you

and you can avoid distractions when they call.

Know your customers and their voices if possible. What I like to do when I get

a new customer is add them to my contact list in my Outlook Program. As in

most email software programs there is a space reserved for comments. I like

to get to know my customers on a somewhat personal level, so in the reserved

area I like to add my customers wife and childrens names and any important

personal conversation I may have had so when we talk again I can ask how

birthday or anniversary went. Your customers will really feel appreciated

if you are interested in them more than just for the products they may

buy from you.

I always make a point to call all of my customers at least four times a year

to find if they are in need of anything or are maybe having any problems or if

nothing else than to just say "Hi"

By Bob Brolhorst

Wave 5 Marketing

bbrolhorst@wave5marketing.com

http://www.wave5marketing.com