Don’t be lazy on the phone, says Mary Morel

Many small businesses become lax about the way they answer the phone — staff rattle off their name so fast the person on the other end has no idea who they are talking to; they leave indistinct voice messages; and their tone is too informal for their brand.

So next time you make a phone call or answer the phone, listen to yourself. Are you reflecting your brand?

10 tips to improve your telephone skills

1. Making an outgoing call
   Before you pick up the phone to make any call, think about what you want to get out of the call. Are you ringing to keep in touch, clarify a brief or make a request? The clearer you are about what you want to get out of the call, the better the results, and the less likely you’ll be to put the phone down thinking ‘What time did they say?’ and have to send an email to clarify.
   
   
2. Introducing yourself
   When you ring someone, you’re interrupting them and they may not immediately recognise your voice. So speak clearly and distinctly and give your name and business name. We’ve all had the experience of getting to the end of a conversation and having to say ‘Sorry, I didn’t quite catch your name’ or fudging it by saying ‘How did you spell your surname?’ (then you feel a fool if it’s ‘Jones’).
   
   
3. Taking notes while on the phone
   Sometimes you need to take notes during a call. For example, you may need to clarify a brief or find out more information about a current job. Write down your questions before you pick up the phone. Remember, you’ll get more information out of open-ended questions (what? why? when? where? how?) than from closed questions that elicit a yes/no response. Don’t be afraid of short pauses; if you wait a moment, you will often receive gems of information.
   
   You need to become practised at taking notes in longhand as the sound of a keyboard can be distracting. It pays to write up your notes straight after your conversation as you may not be able to read your handwriting later on.
   
   
4. Be physically comfortable while talking on the phone
   If you make a lot of phone calls, you may have a headphone system, but most small businesses have a standard or handheld phone. I work from a home office with a handheld phone and often walk away from my computer when the phone rings as the computer distorts the telephone. Sometimes I stand by the door and look out into the garden while I talk, but I’m not sure this is a good idea — Australian birds are so delightfully raucous the person at the other end of the phone often asks where I am calling from.
   
   Some people find they sound more positive and self-assured if they stand up when they are speaking on the phone as standing allows them to breathe more deeply. Another technique is to smile while you’re talking.
   
   
5. Leaving messages
   There are mixed opinions about leaving messages. The problem with leaving a message with someone else in the office is you can’t be sure it will be passed on to the intended recipient. There’s also no guarantee they will return your call. They may intend to, but other priorities may intervene. Don’t be afraid to make a follow-up phone call after a respectable interval.
   
   While leaving a message gives control to the other person, if you don’t leave a message, they have no idea you have rung. So make your assessment about whether to leave a message, based on your knowledge of the person and your relationship with them. Remember to leave your phone number — they may have it, but it saves them looking it up.
   
   
6. Answering the phone
   The way you answer the phone — your words and your tone of voice — will depend on the nature of your business. Some businesses will answer the phone more formally than others. But whatever style you choose, speak clearly so the caller knows they have the right number and give your name and the name of your business. If you have staff, train them to answer the phone in this way.
   
   
7. Recording a voice message
   There may be times — after-hours or when you’re on the phone — when a phone is diverted to voicemail. Once again, clarity is essential. If you put your mobile number on your voice message say the numbers clearly, possibly repeating them so the recipient can write them down without having to ring back to hear the digits they missed. There is nothing more annoying than a message in which the number is spoken so quickly you have no chance of jotting it down or remembering it!
   
   
8. Diverting your phone
   If you are a sole trader, it’s a good idea to divert your phone to your mobile when you’re out of the office. When you answer it, remember it is now your work phone. The same applies to your voice message — it needs to reflect your business image and not be a personal message for friends and family.
   
   
9. Maintaining your image with a land line and mobile
   Many small businesses rely entirely on a mobile for their business. It obviously works for them as it’s such a common practice, but it does create the image of ‘very small business’. Remember some people don’t like ringing mobiles and if they do ring, will keep their conversations as short as possible. This may be a detriment to your business.
   
   
10. Faxing
    Although most businesses rely heavily on emails, there are times when you still need to send or receive faxes, especially if you need a signature. Some small businesses have a separate fax line, which they also use for outgoing calls. Others rely on a dual phone/fax line with separate numbers for each.

This article first appeared in My Business, October 2005.

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