… Tone of voice that is, the sound that gives words their direction and intention. In order to understand each other, it’s essential that we hear, recognize and respond to tone of voice. Yet we often squander the opportunity, choosing instead to click and send.
Know that I’m a big fan of email and even embrace the conveniences of texting. I started my first business back in 1987 and relied solely on the postal service to deliver information to prospects and customers. I’d have a great conversation with an enthusiastic potential client on Monday, then wait up to 10 days for them to receive promised information. Yikes! Plenty of time for their enthusiasm to cool and fade away.
I am immensely grateful for email but believe it can lull us into a place of complacency and prevent us from really serving our marketplace. Here’s a story to illustrate:
Late on Friday of last week I received email from a client in response to details I’d sent them earlier in the week. While the message contained very clear information on next steps for a project we are working on, there were some phrases that gave me pause. In terms of timing for this project, the ideal, for both myself and the client, would have been for me to reply immediately. After all, I was sitting reading email when the message arrived and the client appreciates efficiency.
Instead I looked at the clock. It was about 4:45 pm. “Wait,” I said to myself. “Read the message again over the weekend and send a reply early Monday morning.”
So throughout the weekend I have been reading and thinking about this message, composing in my mind a correct response. And I’ve realized something … there isn’t one. I need to pick up the phone and verify what I think I’m “hearing” when I read those black words on my white screen.
Instinctively I knew this to be true on Friday at 4:45 pm when I first read the message. Yet I’ve taken up a lot of time and energy trying to compose an email response. Why? Because: 1) When a client chooses to communicate by email, I most often, automatically, respond in kind; 2) Phone calls may result in messages left, phone tag and creating timing issues that will impact the project; 3) This week is hectic. Finding the time to make the necessary calls and have the conversation will be a challenge; 4) And while I could have called as soon as I received the message I defaulted to “It’s Friday at 4:45 – not a great time to call.”
Shame on me! But I’m glad I’ve moved through this process and been present to it. It’s given me this post to share.
On my last review of the email message I realized that there are two possible answers. Both are good answers but one of them is THE right answer for the client. In order to know which one that is … I have to pick up the phone and hear the client’s tone of voice.
So from my phone language lexicon this week I give you the word tone. It is the gift of phone communication and an essential ingredient in building relationships and delivering excellence. I encourage you to stay present as you read and reply to email. Is your instinct telling you that you’re missing something? If so … pick up the phone!
Enjoy your PhoneWork everyone.
The Phone Lady On The Road
January 21 – Create Consistent Revenue – open to all, Halifax, NS (2 seats left, registration closes Tuesday January 20 at 9 am)
January 21 – Teleconference Training, Treselle Systems
January 22 – Teleconference Training, Sekisui Diagnostics Canada
January 22 – Phone Fear to Phone Fabulous, CBDC Bluewater, Porter’s Lake, NS
January 27 – Phone Fear to Phone Fabulous, CBDC NOBL, New Glasgow, NS
January 28 – Teleconference Training, Small Business Banking | Ontario North East & Atlantic Canada| TD Business Banking
January 29 – Telephone Excellence, Multicultural Career Group, Saint Mary’s University, Halifax, NS
January 29 -Teleconference Training, Small Business Banking | Ontario North East & Atlantic Canada| TD Business Banking
Feburary 4 – November 12 – Phone Power: Best Practices for Customer Service Representatives with Wilsons Security, Halifax, NS
February 9 – The How and Why of Follow up, Craft Alliance Metiers d’art, Halifax, NS
February 10 – Today’s Phone Etiquette, Nova Scotia Community College Annapolis Valley Campus, Middleton, NS
February 11 – Teleconference Training, Small Business Banking | Ontario North East & Atlantic Canada| TD Business Banking
February 19 – Job Search Phone Skills, Team Work Cooperative and the WorkBridge, Halifax, NS
March 10 – Phone Fear to Phone Fabulous, CBDC NOBL, New Glasgow, NS
March 31 – Phone Fear to Phone Fabulous, CEED, Halifax, NS
June 11 – Phone Fear to Phone Fabulous, CBDC Cumberland, Amherst, NS