How to Answer the Phone
April 11th, 2008 • Posted by Andrea Feucht • Permalink
No, I'm not going to tell you how exactly you should handle your client calls, but perhaps start a conversation about your experiences and your philosophy regarding talking with your clients on the phone.
Your practices: Whatever you're doing, does it work for you? Do your clients compliment you on your phone handling?
OUR practices: What are we at SpaBoom doing right? What we can improve upon to make things absolutely fabulous for you?
One of the changes we made when switching to a newer phone system was to eliminate the mandatory auto-attendant step. Previously, when ya'll called us, you had to listen to our voice prompt and press 1 for support or 2 for sales, and then you'd get someone to answer the line. I really thought that was too much to wait for, so we went to the Land's End model — 1 or 2 rings at most, and then a PERSON answers, no auto-attendant hurdle to clear. If we're busy, then yes, you'll get a prompt to either hold or leave a voicemail, but overall the responsiveness is much, much faster and I'm happy about it. Let me know your thoughts on our current system – it helps me and it helps all of you!
Excellent insight, and something to think about as we start the next week afresh, ready to head into the heavy Mother's Day booking season.