Here’s question that arrived this week: I recently phoned a Halifax real estate agent on a listing of his I had seen while driving in a neighbourhood I’ve had an interest in for awhile. I was shocked at how rude and uninterested he was in my phone call. Admittedly the house I was calling on had a conditional offer on it, but shouldn’t he have at least been polite? I had to force my name and phone number on him to call me if the conditional offer fell through. Obviously, he won’t be calling me – and equally obviously, I won’t be referring his name to anyone – quite the opposite. So what is it that causes people to be so rude on the phone? This is an awful experience when it happens – and while there’s no doubt it was thoughtless and foolish of the real estate agent, it is important to realize that this rude response to an incoming phone call is something we have all done. The reason is that phone calls are interruptions. Sometimes they catch us while we are talking with someone else, driving the car or even having a lovely meal. Before you answer your ringing phone take a moment to check your mood. Remember, you want to answer the phone with the same enthusiasm and warmth you would extend if the person was standing right in front of you. Answer between the second and third ring to give yourself a moment – and put a smile on our face. If you know you won’t muster your most professional “how can I be of service” voice when the phone rings, then don’t answer. Better to let it go to voicemail than to answer it and lose a potential client forever.
Thoughtless? It will cost you!
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What's The Phone Lady doing?
- One-on-one coaching with 6 amazing entrepreneurs - info about sales coaching here
- Designing a sales campaign - that includes phone conversations - for a waste management consulting firm
- Creating client communication module for college students
- Delivering remote learning on essential business communication skills for job search
- Remote learning experience on sales and customer service skills for vet equipment company
- Remote learning experience for financial advisors
- In-person learning experience with new business owners on creating a sales process
- Remote learning experience on essential skills to reach and inspire conversations with C-suite executives
- Team coaching for a firm representing natural products for arthritis in dogs
- Remote learning experience on sales and customer service skills for a transportation company
- Remote learning experience on both discovery and sales calls for new startups
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