Just because your phone is mobile doesn’t mean your calls should be. The challenges of mobile calls:
  • Distinguish between using a cell phone and having a mobile call.
  • The specific challenge of using a mobile phone.
    • We are tempted to try to gather information when we’re not prepared to do so
    • Back in the day, at my house we had a pad and pencil (it was something my granddad made)
    • Notice what this means – we expected to get information and knew we needed to record it, so we were prepared
  • The purpose of a business phone call is to exchange important information, so you need to capture that information.
    • By answering the call, you are committing to receive information. Are you really prepared to do that?
    • My client is a realtor – complex information
    • Be sure you’re ready, because the worst is to have to call back and say “Tell me the information again”
      • well the actual worst is to have to guess and get it wrong
      • either way, it means you weren’t listening to your customer the first time.
  • So, what happens if you don’t answer?
    • Most likely your caller will leave voice mail, or call you again later
    • Both are good results, so make this easy for them
      • work on your voicemail system
      • do reassure them that they’ve reached you (say your name)
      • don’t have a long prompt
      • don’t make them press any buttons
      • try to get rid of the ‘mechanical voice’ – I hate having to wait to start leaving my message
    • And make it easy for you
      • Try to get a transcript of the recording delivered to you, normally via email
      • Make it a habit to wait to check voicemail when you’re ready to capture the information
  • People will not call me back
    • Yeah, they will – if its important to them
    • And, if they don’t? Then their purpose for getting your attention was quite weak.
    • Do you really want to spend a bunch of time talking to someone who doesn’t have an important purpose for calling you?
  • If you have inbound prospect calls
    • People you don’t know who are calling you to find something out
    • Deal with that well, and separately
    • You need a specific process (and probably a specific number).
Make a great impression on people. Give them your full attention and deal with their information professionally.