You might think all phone calls are the same, anyone can do it. Simple! Dial a number and speak right? Wrong, there’s so much more to it. And this is why you should be cautious on who you get to represent your brand and reputation on the phone.
There are many ways to change the tone of a call which can severely impact the response you get from the person on the other end of the phone or reduce the effectiveness of hours spent making calls.
Enthusiasm, confidence, clarity and efficiency are key.
ENTHUSIASM; When making a call it must sound like there is nothing else you’d rather be doing instead of you’d rather be doing anything else. Always ask how people are, be friendly and conversational. Talk with people not at them.
CONFIDENCE; Make your call with the belief that of course that person wants to talk to you. If you speak with trepidation, like you’re just waiting for them to hang up on you chances are they will. This is especially true if you ask ‘if they’re free to talk?’ Never ask, because usually they’ll say no.
CLARITY; This applies not only to the clarity of your voice but also to the purpose of the call. Speak clearly with no ummm’s and ahhh’s and get to the point. You have around 15 seconds to identify who you are, where you’re calling from and why you’re calling.
EFFICIENCY; You must focus on the task at hand. Set your self a goal for a certain number of calls per hour. Be methodical and structured in the call process. Ignore all distractions and call, call call!
Of course all of you reading this are thinking one of two things. This is easy or this is terrifying.
For those of you who think making calls is easy that is great news and half the battle won. But if you’re honest with yourself are you calling often enough and calling enough people for it to be effective in not just maintaining your lead stream but also growing it?
And for the people who find the thought of making calls terrifying, don’t stress, you aren’t alone. And even if you managed to overcome the fear you’d still struggle to find the time.
There is of course a solution (hint, hint Adminlink Plus ;)) We have a team of Australian based client contact officers who have an abundance of enthusiasm, who are confident and clear and best of all efficient!
Our calls are always made as part of your office, giving your clients a sense of security. The tone of each call is light and friendly and based on helping to nurture your existing relationship with your client. We take pride in ending each call positively so your clients will always feel valued by you. This leads to an increase in recurring business and referrals, and as most people know return business is where the money is made.
So if you lack any of the four key requirements for making calls, let us do it instead.