Phone Etiquette Sorry Doesn't Do It! By Shawna Schuh, CSP "He who never made a mistake never made a discovery." Samuel Smiles When it comes to phone etiquette there are some people who have discovered the very powerful purpose in apologizing. When you are wrong it's a great thing to do! Apologizing can also be a very difficult thing to do because admitting you are wrong can be humbling and humiliating. However, it shows a strong character and also garners respect from those who appreciate honesty. In business it's a very big part of developing trust and loyalty. It’s also good etiquette period. However when we apologize for things we aren’t really sorry for, or things we didn’t do wrong, i.e. “I’m sorry I missed your call” it’s not only insincere, it’s poor phone etiquette. When a person starts their voice message with, "I'm sorry I can't take your call..." the tone of the message is negative. Do you think people really want to call and immediately hear you apologize? Present yourself in a better light by starting with something more positive. Whenever I reach a voice mail and the first thing the person says is, "I'm sorry..." I am left wondering if they will be apologizing to me throughout our relationship. More importantly, it makes me want to call the next business in the phone book - one that won't give me bad news before I've even spoken with them. I'm also left wondering if they will end the message with "have a nice day," which is a phrase that has become commonplace and filled with insincerity and mediocrity. While attending a phone sales session the instructor told us to always apologize for not being able to answer a call. Her comment was along the lines of, "Let them know you're sorry you can't help them right off the bat." My question then and now is - why? If you can't pick up the phone you can't! I'm never sorry to let voice mail get the call if I'm providing service to another customer or involved in something that keeps me from answering the phone. I'm not sorry and neither should you be so why start your message in a position of apology? - Start with power and panache! Before you record your voice mail message, ask yourself...HOW DO I WANT THE CALLER TO FEEL WHEN THEY HEAR MY MESSAGE? After you've determined that critical detail take the necessary actions to make your caller feel better about not reaching you. When you have done this you show good phone etiquette and good manners in general. Here are some ideas on good phone etiquette that doesn’t send a negative tone. Identify yourself to the caller, using a positive tone. Tell the caller what to do. Give people actions to take and they are more likely to leave a positive message for you. By the way, this works just as well when dealing with a customer in person. When someone comes up to me (having never met me before) and apologizes for anything by saying, "I'm sorry, I'll be right with you," or, "Sorry for the delay," or, "I'm sorry I kept you waiting," I don't believe they are really sorry. I also don't mind waiting if I will get good service. When dealing with customers in person ask yourself how you want the customer to feel in your presence, warm and wonderful or just next in line. Replace worn out insincere phrases with ones that will make a difference and you’ll be showing great phone etiquette. If you usually say, "I'm sorry, I'll be right with you," instead say, "I promise I will be right with you!" If you normally say, "Sorry for the delay," instead say, "How can I help you?" or "What can I do for you?" Or, if your habit is to say, "I'm sorry I kept you waiting," instead say, "You now have my undivided attention." These phrases show me that you are now ready to do business with me. That's mostly what I want as a customer - not apologies! All of this helps you show your graciousness, your good manners and that you have great phone etiquette. In this fast paced and chaotic world hearing a voice message or a real person with a pleasing tone is down right refreshing! "True prosperity is the result of well placed confidence in ourselves and our fellow man." Benjamin Burt     In need of call center help? We can offer the best live chat for your business! Learn more about our contact center and other phone services. Bring your business to the next level!