When should you answer your phone and when should you let it forward to voicemail?

Trivial question? Yes.

Critical to your business? Absolutely!

Some of you might read this and roll your eyes, others will read it and say...BUSTED!

Example 1: I was playing telephone tag with a magazine representative on my way to a client meeting. She left me a voicemail with a return phone number so I called her back. She answered with a very winded "Hello?" as if I was interrupting something. I told her who I was and the reason for my call. She replied that she was running into a meeting, but would be out in about a half hour. Sounds reasonable, right?

Not so much. The other mall shoppers were making so much noise in the background, I could barely hear her.

Example 2: This past summer, I followed up with an insurance adjuster for a client who's in the legal profession. She answered the phone professionally, and proceeded to ask if it would be alright if she called me back the following day to discuss as she was "working" from home. Sounds reasonable, right?


Not so much. The kids splashing in the pool yelling "Marco Polo" gave her away immediately!


Moral: Many of us, including myself, use our cell phones for business calls. Our natural instinct is to pick it up as soon as it rings, without considering where we are. When the phone rings, it's okay to let it ring a few times. Check the phone number of the incoming call BEFORE you pick up the phone. If it's a number you don't recognize, or one of a client, you're much better off letting it go into voicemail than picking it up, expecially if you plan to tell them it's a bad time and you will have to call them back.

Position Yourself for Success

Whether you're an Entreprenuer or an employee at a company, you've probably figured out by now that if you're not passionate about the products/services you sell, there's a very good chance you won't be successful selling them.

I-SPYED what I perceived to be a very dispassionate manager this morning at a health club. Apparently, the staff member that was scheduled to open that morning didn't show, so he was left to open his facility at 5:30 a.m. It's important to note that this manager doesn't arrive to the club during the week until typically 8:30 -9:00 and I've never seen him there on the weekend, unless there is an emergency.

So let me set the scene for you. I walk into the gym, which I've been a loyal customer since they opened their doors, and I'm greeted by an unoccupied receptionist area. Why? Because the manager is in his office, adjacent to this area, with his door closed. Not ajar, completely closed. Message that sends to his customers? Leave me alone and fend for yourself; you are not important to me. After I'm half way through my circuit, he walks out the door. For those that know me personally, you know I can't pass up such an opportunity! He catches my eye, gives me a half smile and says nothing. I give him a full smile and say loudly so I'm sure he can hear me, "Good morning. We don't bite out here you know." I got the other half of his smile, and watched him walk back into his office. I think I made a very slight impression, because at least this time he left the door slightly ajar.

Talk about missed opportunities!

• He could have easily walked through the gym to say good morning to everyone.
• How about thanking everyone for their business?
• How about greeting his customers as they entered and exited the building?
• How about walking around to see if anyone needed a magazine or something?
• How about just smiling and making a presence?

I know from personal experience that a high salary is nice to have, but if you don't enjoy what you're doing earning it, it means nothing. Yes, even in this economy.

Position yourself for success! Do what you enjoy and make every work day a rewarding day for your customers and for yourself.