Hallo! Who is dis? ... Handling business phone calls!

Rena E. Toupin We too often take the telephone for granted. I hear so many people speaking on the phone in the same way they would face-to-face. Then, when we want to escape from the world, or a particular person, we leave the answering machine on to screen calls. However, realize that most people don't like to leave a message and would rather talk to a real live human being. The telephone used to be a miracle device, and now we use it as though it were just a toaster. But, the telephone is a powerful device and can be used to enhance your business in ways you may not have considered!

--- Answering Calls ---

As a small company, I cannot always answer all my telephone calls. This does cause problems in my mobile notary business in that the client usually needs immediate service and will simply hang up on the answering machine and move on to the next notary. But, I do play back my messages as soon as possible and return telephone calls immediately to those who did leave messages. In fact, every time I return a telephone message the customer will compliment me on my immediate call return. This tells me a large majority of people lose business because they are afraid to return a simple phone call.

One important method of ensuring that you client, or potential client, leaves a message when you can't answer your phone is to call them. I call my client list regularly to let them know that I am here and available. It is important that they know that you are near the phone and will return their calls as soon as possible.

--- Let me speak! ---

One thing I learned years ago is to let the client do all the talking. This, because when you and the client complete the phone call, they will feel good simply because they did all the talking! Consider this point for just a moment.

The first step is to "relax". The client is not a deity, but they do help to pay the bills and enhance your reputation. Getting turned down is not as big a deal as you might think because, if anything, you were at least able to practice your script! If you appear nervous and frigid, they will be totally turned off and probably not hire your services. There are exceptions, but this situation holds true most of the time.

--- Oh, that was funny? ---

Do not express sarcasm or any verbiage that requires an associated physical component of body language. It is just as difficult over the phone as it is in e-mail to express emotion and humor in a way that the recipient understands the basic meaning. In many cases, comments can be misinterpreted thus losing a client. Maintain professionalism on the phone and, eventually, as you and the client get to know each other, careful humor becomes acceptable.

--- Dress for the Moment ---

The next point is to "dress for success". Believe it or not, even if you work at home, there is a mental edge that you have when you dress to impress your client. You voice will carry the confidence and self-respect over the phone lines just as quickly as your appearance in a face-to-face meeting.

--- What's next? ---

Learn how to conduct yourself in a professional business manner over the telephone and learn how to deal with the different types of clients with whom you'll be speaking. Never do all the talking and allow the customer time to explain what they want or need and then find a way to fill that need in the hopes of securing an order. The old "hard sell" doesn't work anymore, but if you provide something that people want, in a way that they want it, you will have a loyal client!

About the Author

Rena E. Toupin is a Certified Signing Notary Agent for Nevada Mobile Notary in Las Vegas, NV. She has 15 years experience in real estate and lending and is available 24/7 for your mobile notary, loan document, signing needs in the Las Vegas area. For more information visit her web site at http://www.nevadamobilenotary.com or e-mail her at rtoupin@nevadamobilenotary.com.