by Bill Nieporte
Editor of The FreeAgentLifestyle Newsletter
Too often online businesses get so full of technology and mobility they forget the simple technologies that got us where we are today. Like the telephone, for instance. It is
certainly the first tool that paved the way to real time sales by giving business owners the opportunity to speak with customers and potential customers. Now with the Internet, we sometimes forget that picking up the telephone can pave the way to more sales, happier clients, and a professional attitude for our company’s image. The use of a telephone should not be taken lightly because often it is the first "real-time" impression our customers have of us.
So let’s venture into the use of a telephone. Seems easy enough doesn’t it? Pick it up and answer, right? Well…no.
There is definitely more to it than that when we are in business.
Consider the following:
A Residential business Doesn’t Mean A Home Phone. The fact that you have taken your business to the home front does not mean that you should treat your business any less seriously than if it were in a storefront! Do not try to rely on a residential line to run your business. It’s
very important that you spend the $35 or so dollars to get a business line just for business phone calls. Not only is it more professional, but also it will separate your personal life from your business life. With just one line, you’re never off work and that’s not healthy for anybody!
Now that you have a business line, you will know what to expect when you answer it. Always answer your business phone like a professional! Answer with:
"Good Morning" or "Good Afternoon", and the name of your business. Smile and it will show through in your voice!
Provide a means for your caller to leave a message should you be out of your office. Never leave them with a constantly ringing telephone. This screams "small and amateur" because most consumers know that a serious business wants to hear from them even if it’s on an answering machine.
Practice your phone message and then listen to it after you have recorded it. Let friends and colleagues listen to it before you "go live". Feedback will let you know if the message is coming across as approachable, friendly, and professional.
Large Accounts Deserve A Phone Call. If you are in a service oriented business it pays to make a phone call when a new client makes a large order. A phone call will put a person behind the website and create confidence in the new client. In other words it will get you
off on the right track and make a good impression. And just like your mother always taught you, don’t forget to say thank you!
Pull Prospects In With A Phone Call A prospect that seems hesitant to hire your services can easily be turned into a customer simply with a phone call. Remember to use your best phone etiquette, introduce yourself and which company you are with. Reference how you
have "met" so that the phone call won’t take on the characteristics of a networ-k marketing call. Ask the prospect if she has any questions you might be able to answer for her in person. A real human voice will create confidence far faster than a series of emails.
Use The Telephone To Reassure Frustrated Clients. Frustrated clients left with only email, as a form of contact will soon become angry clients and then ex-clients. Email is very sterile and for the frustrated client email can leave them feeling helpless. This is the last thing you need. You might feel that a frustrated client SHOULD use email, but that feeling only serves you, not them.
If a client is upset and writes to you in email, call them immediately! Allow them the opportunity to tell their side of the story. Let them vent, even rant and rave. Don’t engage. You cannot reason with an angry client. They must be able to get it all out before you will be able to talk, reason, and resolve. However, by letting the client rant and rave, you stand a very good chance of turning the situation around and often will keep the client for life because you dealt with the situation head on. When faced with an upset client, become a therapist! Be calm, rational, and don’t take anything personally but above all give your client a voice…on the telephone!
Go Mobile If you tend to be mobile with your business as many Internet business owners are now, utilize you cell phone to your advantage. Have your business calls forwarded to your cell and always have a caller ID feature. Don’t answer calls in the middle of traffic for two reasons. One, it’s dangerous and two; you can’t devote your entire attention to the client. However, with caller ID you can retrieve the number regardless if they left a message and call them back when you arrive at a quiet location.
By forwarding your business calls from your regular business phone to your cell phone, you never have to give out your cell phone number. This affords you some privacy when you opt not to forward calls.
Keep in mind that just because you’re a residential
business does not mean you’re not a real business. Serious
business owners use all the tools at their disposal, even
those old antiquated ones, like the telephone.
Copyright © 2003 Bill Nieporte
There is a revolution underway that has married new school digital technology with old-school "relationship" marketing. This is the NEXT wave in marketing--and its a big one. http://freeagentlifestyle.com
