Top 5 Telephone Etiquette Tips

Proper business phone etiquette is more important than ever in today’s business environment.

It demands professionalism at all times.

The idea may seem elementary, but you would be surprised how often this basic protocol is not followed.

1) Learn to use the hold button

Once you have put your caller on hold, check back every couple of minutes to let your caller know the status of the call. Ask if they would like to continue to hold. Give them the option of calling back or holding longer. This shows the other party that you value his time and truly want to help him.

2) Don’t use speaker phone unless absolutely necessary

Your clients deserve your undivided attention. Using a speaker phone is not a good habit to get into for a myriad of reasons;

• It makes it difficult for people on the other end to hear you.


• Other associates may enter your office and start a conversation, not realizing you're on the phone.


• It prevents the caller from accidentally overhearing conversations being held nearby.


• If you're multi-tasking during the call, the caller can hear you shuffling papers, eating your lunch and typing on the computer.

3) Leave a message on voicemail once….and only once.

Repeatedly calling and leaving more messages doesn’t make someone come back to their office any sooner or return your call any faster.

4) Don’t let your mood reflect in your voice

The person at the other end of the phone cannot see your facial expressions or gestures and the impression he receives depends on what she hears. Speak in a pleasant tone of voice - even if you're having the most challenging of work days!

5) Avoid poor language habits

• Associate answers the phone.


• PMS: Good morning, is Jim Smith in the office?


• Associate: Yup


• PMS: May I speak with him?


• Associate: Uh huh.


• PMS: Thank you.


• Associate: Before transferring the call, "Have a good one."

I challenge you to have someone "mystery shop" your own business to see how your staff rates!

D-I-Y vs Hiring Someone

You want to be a business that others remember.

Your company logo, business card, brochure, direct mailings and website all reflect the image of your business.

If you're not experienced, the perception of the image you designed may not be exactly what you intended. Often, it's not realized until it's too late.

Impressions matter.

It is always better to spend a few extra dollars to hire a Professional vs D-I-Y.

D-I-Y Website

D-I-Y Logo

D-I-Y (rubber!) Business Card

TOP FIVE NON-NETWORKING PLACES

Networking at a “non-networking event”? Absolutely! Networking happens every time you come into contact with someone.

Here are my Top Five Favorites

The Gym - They may all know me there as PMS, but nearly everyone at my health club knows what I do for a living. I’ve developed business partners, obtained new clients and referrals (for myself and my clients) and have met owners and employees from various businesses within the Baltimore metropolitan area, that I wouldn’t have had an opportunity to meet otherwise.

Waiting in line – The grocery store, the library, Walmart – I pretty much strike up a conversation with everybody. Just the other day I was waiting for the cashier at a restaurant and began speaking with a businessman who was also waiting. Turns out he is a Regional Executive Director for an organization my client has been trying to get his foot in the door to for quite some time. How cool is that?

Seminars and Business classes - Before you say "Tell me something I don't know", hear me out: Most people only attend classes if they are interested in the topic; consider attending a seminar or class based on who else is going to enroll, regardless of the topic. For instance, I recently attended a marketing seminar based on the current economic climate. The other attendees were all business owners in desperate need of some marketing direction. An ideal place for me to be!

Out with the Kids- Will you be like most parents this fall, devoting every evening during the week and most weekends to birthday parties, lacrosse practice and ballet recitals? Do the parents at these events know you as “Johnny’s Mom” or “Johnny’s Mom, General Manager at Bud’s at Silver Run”? Think about it!

Volunteering –Not only is it a great way to give back to the community and support the many worthy causes out there, volunteering is also a great way to meet new people. I know, I know – your days and nights are already full with family and business commitments. I’m currently only volunteering twice a month, and recently received a referral from a volunteer who’s husband is self employed, and could use help marketing his business.

Remember, people today prefer to do business with people they feel they have a connection with. Networking is not about making a sale; it’s about expanding your circle of contacts.

TOP FIVE NETWORKING EVENT DON'Ts

I have to start out by sharing one of THE biggest DON’Ts I recently heard about.

At a convention for a women’s organization, they had living Greek statues up on pedestals placed throughout the room. Apparently, a few of the attendees had a few too many martinis, as they were spotted stuffing dollar bills in the guys’ togas. No, I’m not kidding! And by the way, we’re talking about high profiled women! Please, unless you are 150% confident you can control your consumption, please 1. Don’t drink alcohol at networking events.

Here are a few more Don’ts:

2. Don’t forget to bring a client or colleague along. Bringing a client to a networking event gives your client yet another reason to be delighted with you and your company. Offer to meet them at the event or go one step further, put on your chauffer’s hat and pick them up. You build credibility not only with your client, but with others at the networking event. Give your colleagues the same courtesy and you’ll have business partners for life.

3. Don’t forget to follow up. Timely and consistent follow up is essential to successful networking. Within 48 hours of meeting someone - RECONNECT- whether it be by phone or email, letting them know you enjoyed meeting them, and if appropriate, schedule a follow up meeting to gain a better understanding of each of your respective businesses to see how you might build a mutually rewarding alliance. It will take you less than ten minutes to make the call, and it will be well worth your time.

4. Don’t expect the same people to be there. Recently I contacted a business partner to see if she planned to attend an upcoming event being hosted by an organization we’ve both been long time members of. She replied that she probably wouldn’t be attending, because “It’s always the same people that attend. Why waste my time?“ Fortunately she heeded my advice. She approached me as I was entering the room with, “Who in the world are these people? I haven’t met a lot of them” and left with “I’m so glad I came. I’m leaving with several qualified referrals to follow up on.”

5. Don’t expect to make a sale every time. If I had a dollar for every time I heard, “Why should I go, I never get any business?” I would make enough money to take my dream vacation to New Zealand for a month! Meeting someone once is rarely enough; it typically takes repeated contacts to do the trick. Attend networking events with an open mind. It will be the one time you don’t attend that you miss the opportunity of a lifetime!

Have a networking DO or DON’T you’d like to share? Feel free to post it to my blog; I’d love to hear from you!

TOP 5 NETWORKING EVENT DO's

The more people that you meet and expose to your business, the better your business’ chances of success. Make the most of your time at networking events.


1. Sit with people you don’t know. I often carpool with other business partners when I attend events that are out of the county. We gab in the car, but as soon as we arrive, it’s “See ya in an hour”. We never sit together. What’s the point? THE GOAL IS TO MEET AS MANY NEW PEOPLE AS POSSIBLE

2. Embrace every photo op! “Bad hair days” and “fat days” go out the window when I’m networking. Why? Photos taken at events are often posted to the company’s website, included in publications and press releases. FREE PUBLICITY FOR YOU AND YOUR BUSINESS

3. Dress professionally. FIRST IMPRESSIONS ARE MADE WITHIN THE FIRST 3 SECONDS OF MEETING AND ARE IRREVERSIBLE. Leave the casual clothes for your weekend outings. I’ve been to events where people look like they’re ready to go bar hopping or on a family outing. Need I say more?

4. Show genuine interest. People like to talk about themselves. Ask open ended questions to learn about the person, what they do and how you can help. LISTEN- LISTEN - LISTEN Just as importantly, FOCUS ON THE PERSON IN FRONT OF YOU. There is nothing more frustrating or insulting to me when I’m engaged in conversation with someone, and they’re looking over my shoulder to see who they want to talk to next. What am I, chopped liver?

5. Work the room. Name Badge on? Check! Stack of Business Cards in pocket? Check! Positive attitude? Check! Now walk around and introduce yourself. Approach those you haven’t met, those standing by themselves and those you haven’t communicated with in a long time. MAKE EVERY MINUTE COUNT AND HAVE FUN WITH IT!