Your Customers Are Calling

There is a marketing tool in every business that can be put to better use today.  It's your telephone.  How you answer your phone may be a new undiscovered asset to your marketing. 

To begin with basics, all your staff should answer the phone the same way.  Think about first impressions.  How do you want your staff to sound and what do you want the caller to think about your business as a result of the phone being answered?  There is one business I have called a couple of times recently where the person who usually answers the phone sounds like they dislike talking to customers.  Not a good first impression.  Consider that on the other end of the phone line is a potential or existing customer and you have the opportunity to communicate something about your business.  What will it be?

If you are having a sale or a special event,  a very brief description of the promotion may be a good way to start.  If you are unique in the market place and have a slogan that reflects that, saying your slogan as a part of phone answering protocol may be a good choice.  Using the fast food drive thru approach may be something to consider.  If you have a new product, ask the caller if they would like information about it.  Even if they aren't interested at that moment, they know about something else you have to offer.  This can also be used for product lines that you already have, but would like to emphasize.  If you have a recorded message on hold, update it to include new information you would like to communicate about your business. 

Remember to get everyone in your business who may be answering the phone on board with the kind of first impression you would like to give callers.  The caller has already sought you out, you have the opportunity to give them another reason to do business with you.