Recently I found myself on the other end of the line – making phone calls instead of answering them. I called 30 businesses. In the morning. Before lunch. My results:

• 2 were answered with a directory assistance message
• 5 were answered just with “Hello”
• 20 were answered only with a business name

AND, ding-ding-ding!

• 3 were answered by someone who told me their name along with their business name = instant connection!

The most shocking fact,  I called the main number of these businesses. No direct dials to an office extension. To add it all up, of the businesses I called I had 27 completely impersonal conversations. That’s over 90% disconnect.  So much for being concerned about knowing your customer.

If you have a company with a phone, there are several key characteristics to good phone etiquette.  These companies forgot one of the most important principles.

You are the face of your company.

To put it bluntly, give your name and your business name when you answer the phone. What does your company lose if you don’t follow this principle?

• Trust – who are these people?
• Relationship building – what if I call again, who will I get?
• Moving the conversation (and potential business) forward – do they care about what I need?

One company puts it this way:

“The human factor in all communications makes the difference. Customers need to feel taken care of, well informed and motivated. When you answer the phone, it’s that ‘human moment’ when customers can actually experience what it would be like working with you and your people. It’s the opportunity to create relationships for the future.”

So, try it. What happens when your phone rings? Should you do anything differently? What training or tools have helped you capitalize on the opportunity to engage everyone who calls your company? Call me, I’d love to talk to you…

“Thank you for calling The Worthwhile Company! This is Beth.”