How many times have you been meeting with someone, their phone rings, they grumble or swear, then answer it?
Customers detect overload.
All of us want to feel like we are the most important person at that time, particularly when we are buying a product or service. When we are treated in a rushed and gruff manner, we think twice about doing business with that person or company again.
If you find yourself on overload, overwhelmed and wishing you could throw your phone against a brick wall, try the following.
- Give your phone to your receptionist or another relevant staff person for 30-60 minutes at a time so you can concentrate on important work. THEN, return any calls that require you to do so. If the calls that come through are urgent they can always advise you to call them immediately.
- If you work on your own you can always employ the services of a Virtual Assistant to re-route your calls to.
- Analyse your calls. I recall working with a General Manager who averaged 80-100 calls per day. A large percentage of those were able to be re-routed to others who were the more appropriate personnel to deal with such.
- Train your clients. When I was working in finance many years ago, I created a business card for one of my key staff members and introduced her to all my clients as the best person to call, given that she knew what was happening with their files. I also said they I was always available to my key clients. Over a period of time, my calls reduced significantly.
- Batch your calls. Most calls are not urgent and can be batch to be completed in scheduled blocks of time.
Treating people like they are the most important person in the world at the time of engagement goes a long way to fostering employee buy-in and increased customer sales and repeat business.