Dr. Earl R. Smith II

In a conversation at a networking meeting last week someone brought this subject up, again. Phone etiquette. Do you realize how important it is?

How many times do you have to ask, “what?” when someone speaks to you on the phone? Sometimes the way they answer allows you to see their messy desk and dash across the office with their phone in hand. They are speaking so quickly you have to ask what language they are speaking in. Or, you are tuned in to the fact that they hate their job. You can hear that in their voice too.

Have a training for your staff on communications. Include telephone etiquette and express why its important.

Basic tips:

* Speak slowly and clearly
* Repeat and confirm critical information (phone numbers, credit card details, dates and times of appointments, …)
* Be pleasant and polite
* Don’t allow your personal life in your phone voice or conversation with a client or potential client
* Follow the Golden Rule

Why is phone etiquette important?

* You and your company will be judged by how someone answers and is treated on the telephone
* Clients call you. Clients are revenue. Upset clients. Upset revenue.
* You have an opportunity to promote you, your business, your product and your philosophy when you interact with someone on the telephone- use it to your advantage
* You have a responsibility to be a good steward in the community and here is one of many chances to do that. Treat people well and they will do the same for you.

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