When You Can't Answer the Phone ...
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When You Can't Answer the Phone ...
Returning phone calls used to be a professional courtesy that was heavily ingrained in proper business etiquette. Somewhere in the fast-paced world of information and technology, to which we have all been exposed, returning phone calls has become the exception rather than the rule.
As a busy business professional, it is virtually impossible to be available for every telephone call that comes into your office. It is inevitable that a caller is going to get your voice mail occasionally. What’s more important is will you return the call?
Over the years, I have come to realize several things from my conversations with business professionals about the topic of returning phone calls. It seems unanimous that we are all annoyed with people who fail to return our calls. The responses I get when asking about their own diligence in returning calls varies significantly.
"I'm too busy to return all my calls.”
"If it's really important, they'll call back."
"I would never ignore one of my really important clients/customers’ calls."
"Returning calls just turns into phone tag, taking up even more of my time."
As a business professional, when we fail to return a call, it is a missed opportunity. It may be an opportunity to strengthen a business contact or to reinforce your marketing or brand image. Or it may be an opportunity to create or close a business deal. If a potential client or business associate calls to discuss utilizing your services and you fail to return their call, most likely they will find someone else to help them. I can not tell you how many times I heard that from account executives when I was a marketing representative.
If the caller simply leaves a name and a phone number that you do not recognize, you may not realize that it is a person referred by one of your best existing clients. They may have already done their research on you and be ready to do business with you. In this case, not only have you offended the caller but they will most likely tell your existing client you failed to return their call. In the long run, this may affect your relationship with that client.
When setting up your voice mail message, make sure you ask the caller to leave a message as to what the call pertains to. This may help in several ways. You certainly can do a better job of prioritizing your return calls and it helps you be more prepared with a response or answer when you do call.
When you return the call and must leave a message, make it easier for the person to connect with you the next time. Give the person a day and time when you know you will be available to take their call or give them the option to contact you by e-mail.
Call me old fashioned, but to me returning phone calls is an essential part of building strong relationships, which is the foundation for a successful business. It all comes down to managing your time more efficiently and making the time to return calls.
Want to talk to me about it? Call me. You may have to leave a message — and you can be sure that I will call you back.
Sincerely,
Don Bragg
Director of Membership & Marketing
