How important are the people who answer the phones for your business? EXTREMELY IMPORTANT! They are generally the first people to engage with potential new customers. Potential new customers are formulating the image of your company within the first 15 seconds of the conversation. As we all know, it is very hard to recover from a bad first impression. The power of that first impression is profound! Make it positive. What should you say when someone calls your business? When it comes to your call opening, you need to effectively communicate 3 things.
Answer with: “Thank you for calling Captain Clean; this is Courtney, how can I help you today?”
Answer with: “Good morning, this is Courtney with Captain Clean; how can I help you today?”
Answered with: “ABC carpet cleaning”
Answered with: “This is Rachel”
Answered with: “Sales department”
By focusing on the 3 things (company, who, and them), you will create a more positive first impression, connect on a positive emotional level, and improve the probability that the potential new customer will do business with you.
A strong call opening will increase your closing ratio and increase your revenues! How you say it matters! Another critical piece to effective call openings has to do with your voice tone and speed. People make decisions based on emotion: "It’s extremely important for people to be able to connect in a positive emotional way when they hear your voice." Ever heard someone answer the phone and you are thinking in your MIND:
This is more common than you think, and it’s costing businesses new customers and revenue. It can even impact their current customers who may decide to go somewhere else based on their experience. Key ingredients to voice tone and speed.
Proper grammar and pronunciation are also very important. What you say is part of your company’s brand. When your communication skills are solid, so is the image of your company, and YOU. You might be saying “this sounds great, and I believe in it, but how do I get my employees to embrace it?” I recommend you “Seek to Understand” before you implement change. Start obtaining, or monitoring, your current calls and document your findings. >Make notes of great call openings, and those that you know need to be changed.