Tonight I was reading one of the many business relationship books I have and I came across a very interesting technique for answering the phone. As I read about it I realized that many times in the past I have used it with great success, I was just unaware I was doing it so I thought I would share my epiphany.
The approach is very simple; you answer the phone in a very neutral professional manner. Then when you discover who is calling and what they are calling about you express sincere appreciation of this. For instance if a good friend were on the phone I would answer “Hello Patrick, it is so wonderful to hear from you, I am very glad you called”.
The same approach can be used if it is a stranger calling about a less than pleasant matter such as a missed bill payment. In this situation you could say, “I am so glad you called, I really appreciate you bringing that to my attention”.
By putting a positive spin on every situation you will always lighten the spirits of the person you are speaking with and will get much better results from those often dreaded phone calls.
My thoughts on the day,