My phones, business or personal, don’t ring much these days. Why call when you can text, email, tweet, or post on Facebook? Yet, there are still enough times when phone conversations are the best way to get things done so here are a few tips, tricks, and rants.
On the “answering” side (especially if you’re a gatekeeper or a “Kahuna buffer”):
• Smile when the phone rings even if you don’t recognize the caller ID. Ok, you have permission NOT to smile if it’s an 888, 877, or 800 number. Otherwise, put some joy in your voice. It surprises folks when it sounds like you’re actually glad to hear from them. I know it’s hard when you have a zillion things going on, but just do it. They may be calling with news you really want to hear!
• Figure out the connection to the caller. Usually, I’m also sitting in front of a computer screen when the phone rings so, if I don’t recognize a caller immediately, I look them up in our office database to see their connection. I’ve also been known to google names that aren’t in the database. It’s surprising (and flattering) to the caller if you’re able to say: “Sure, I know who you are. You did x, y and z.”
• Find out the purpose of the call. I answered the phone for the Chief for a lot of years and still do if the phone rings and I’m closest to it. In the early days, I could always tell his long-time friends and colleagues …they gave it up without any prodding. The cold callers were the ones who said, “It’s a personal matter” or “He’ll know why I’m calling.” If you’re able to talk about their connection (see above tip) before they get to the purpose of the call, they’re equally apt to tell you more than they had originally intended.
• Write down every piece of info (including an email address) and repeat it. Assumptions always get me in trouble so write it down and spell it out. Cheryl can be spelled multiple ways and I always say, “Thanks for asking” when somebody asks me to spell it. I like those people!
On the “calling” side (works for both professional and personal calls):
• Ask if it’s a convenient time for the caller to chat (especially if you’re about to make an ask). It gives the person an out if s/he is swamped and it lets them know that you respect their time.
• If you get voicemail that says “leave a brief message” then it means “leave a BRIEF message.” Leave your phone number at the beginning of the message AND at the end. Persons who shall remain unnamed have left me messages where I can open the mail, change clothes, start supper and they’ll still be talking. Those stream of consciousness messages don’t mean much so leave your name, number and purpose of call and hang up (this advice is coming from a woman who prefers to use 10 words when one will do so you know I’m serious).
• Unless you’re the boss (and then you have special dispensation, I suppose) or driving (when you really shouldn’t be making calls anyway), lose the speaker phone. You sound like you’re in a well and there’s the unspoken message that you’re calling somebody who doesn’t really matter because you’re busy, busy, busy with something other than the call. If you’re that busy, then wait to make the call.
• If you get an assistant on the line, be nice. S/he can make your life pleasant (or miserable). I’m not an assistant these days, but I have a long memory of those folks who were nice to me and, more importantly, those who weren’t. The Chief always knew, usually sooner rather than later, who was nice (and who wasn’t). I’ve been blessed to work in places where hierarchy and caste systems weren’t front and center and I know that’s not always the case in the “real world,” but I’m just sayin’ that’s the way it ought to be.
What other tips and tricks do you use for a phone call? In my book, the phone is part of the “little c” communications toolkit.
PS – And if you’re under the age of 16 and hear, “May I speak to Jane (or Joe)?” Please, please, please (!) say, “This is she (or he)” vs. “This is her/him.” You’ll make a cranky old English teacher happy and, in return, I'll use your lingo when I text you.
You got that just right!
ReplyDeleteGreat advice, Cheryl.
ReplyDeleteAs for the "This is he." thing... I prefer to:
1) Answer my personal business phones with something like, "Hi, this is Jim Reid." That obviates the caller's need to ask who I am.
2) Respond to "May I speak with Jim?" with something like, "Hi, this is Jim." Dunno about you, but saying "This is s/he." sounds a tad formal to me even though it's the correct response.
Different topic: How do you feel about people looking at the incoming Caller ID and answering the phone with something like, "Hi Cheryl, this is Jim." Too disconcerting to call someone by their name before they offer it up to you?
Great addition to the tips and tricks! I too typically use the more informal "This is cheryl." I just couldn't figure out a way to include it in the posting since "This is [insert name here]" reminds me of a young friend who earnestly said, "This is [insert name here]coming to you from the Newseum" when he was doing one of those video clips that they offer as an activity. As usual, you worded it perfectly, so thanks!
ReplyDeleteFor the Caller ID recognition, I only do that with the very closest of friends (and I may have done it with you) since I too find it disconcerting and I've been burned a couple of times when I launched in immediately and have been met with dead silence on the other side of the phone. I try to strike a happy medium with tone (is there delight in my voice?) when I see a number flash that I recognize.
Cheers, c