See how nice it is when the first person you come in contact with at a business greets you with a warm, sincere welcome? Whether it’s your neighborhood pharmacy or one of your clients, the way the “front (wo)man” (aka receptionist) answers their umpteen daily phone calls speaks volumes about that company. Does s/he sound upbeat and eager to help? Or are you met with a flat, doesn’t-give-a-crap voice, leaving you wondering if your message will even reach its recipient?
So…how are the phones answered at your business? If you’ve never given it much thought, you’re squandering a huge branding opportunity. Yup, I said “branding.” From the products and/or services you sell to the person answering your company’s phone, everything you put out there represents your brand.
How the phones are answered affects your business.
Like it or not, this world we live in is all about perceptions and first impressions. So what happens when someone calls your business and is greeted by a distracted, disinterested or flat-out rude person? The caller now has a mental tattoo about your company, as well as some doubts: “Are these guys really a good fit for my needs?” and “Are they as ho-hum and ‘whatever’ about how they do business as they are about how they answer the phone?”
On the flip side, when callers are greeted by an outgoing, charming and willing-to- go-the-extra-mile person, that positive first impression starts the perception ball rolling. Now, the expectation is this company’s stand-up employees care about their customers and wants to be of service. This leads to the perception that the business itself is a stand-up operation, cares about its customers and does excellent work.
Can we talk?
Check out my alter-ego and you’ll see I’m a rocker chick. I like to think of myself as a “professional concert-goer.” Awhile back, I went to see Radiohead (one of my favorite bands). It struck me that everything they do – from their vocals/ lyrics, their name/logo and even the way their front man Thom Yorke dances – is all part of the band’s branding and marketing strategy. When you watch Radiohead, you’re living and breathing Radiohead – and that’s a kick-ass way to market any business.
You, me and Radiohead.
Allow me get a little wild and compare myself to Thom from Radiohead. When you call TFG, I’m the first person you speak with, and it’s my job to come up with that quirky dance, (just like Thom Yorke). So if I answered the phone with a flat and tiresome voice, what would I be saying about our company? I’d be saying we’re boring. But by answering with my upbeat “Good Morning, The Fowler Group,” and being genuinely interested and eager to help, essentially I’m doing that energetic, Thom Yorke-type dance. And people will notice.
Keep in mind that whether it’s your company’s products or the person answering the phone, everything your business does plays an important role in your brand message and marketing strategy. Everything. So even though the person on the other end of the phone can’t see you, keep that smile on your face (and in your voice) as if they can. And thanks for calling…uhh, reading!
