• Tell them what they want to know- Put yourself in your customers’ shoes. Are most of your calls about hours of operation? New products or services? Scheduling for appointments or consultations?
• Be brief - People are busy and don’t want to wade through unimportant, random thoughts to get the information they need.
• Spend time thinking before you write your phone script- Think about your goals: to make your customers glad they called and to look forward to getting a call back. If you have regular callers, consider changing your message now and then.
• Watch your tone and mood- Research shows that within 30 seconds, people will make assumptions about you based on your voice alone. And did you know that studies have shown that when you smile, it actually comes across in your voice? Also, consider making your pitch go down at the end when you say your name, so it doesn’t sound like a question.
• Try standing up when you record your message- It gives you more energy and makes you sound more enthusiastic.
• Understand your business and make your language match it- Is your business creative and innovative? Old and established? Is your working style and office environment causal or formal? Record a message that fits with it.
• Keep your marketing and branding hats on- While customers don’t want to wade through a lengthy sales pitch, consider using this opportunity to reinforce your brand. Instead of “Thank you for calling XYZ Company. Leave your message at the beep,” try “Welcome to XYZ Company, award-winning designers of print and web sales pieces. Visit www.XYZ.com to learn about this month’s special on brochure design services. I can’t answer your call right now, but leave your name, number, a detailed message and the best time to call back and I’ll get back to you within 24 hours.”
