If you are a “solopreneur,” you don’t have a receptionist or assistant to answer your business calls for you. How you present yourself on the phone with a client or business colleague, especially on the first call, will be a big factor in how that person views you and your company. You want their impression to be a great one. Here are some tips to keep in mind during those business calls:
- Make yourself understood. Speak clearly and in a normal tone of voice, not too loud, not too soft. And finish that mouthful of food or drink before you answer the call.
- Don’t get business mixed up with pleasure. If you’re like many entrepreneurs you have just one cell phone that you use for both personal and business calls. Be sure you know who is calling before you answer casually. If it’s a business contact, answer as if you were answering in an office. If you don’t recognize who is calling, err on the side of being businesslike.
- Be a good listener. The power of being a good listener can’t be overemphasized. Give all your attention to the caller. Try not to get distracted by things around you and don’t multitask. People respond to being made to feel special.
- No skeletons on hold. One of my favorite cartoons shows a skeleton slumped over their chair at their desk with the recording coming through the phone saying, “Please continue to hold, we’ll be right with you.” Don’t leave callers on hold for long. It would be better to ask if they’d prefer that you call them back. And always ask their permission first before putting them on hold.
- Watch your ringtone. Many times when you receive calls you’re probably out there doing and building your business. Your cell phone ring can be heard by others around you, and you never know when you’re going to make that next great contact. Choose a ringtone that says you’re serious about your business.
- Keep private information private. Likewise, be careful not to divulge personal or sensitive business information when you’re in public. You never know if a criminal or competitor might be within earshot.
What it all comes down to is the Golden Rule: think about how you would like to be treated by the person on the other end and what impression that treatment gives you of the person and their business.
What phone etiquette faux pas have you encountered? Share your anecdotes.
What questions do you have about business phone etiquette?
