Episode Details
Back to EpisodesTake a mobile call? Think about your goals - DBR 001
Episode 1
Published 2 years, 2 months ago
Description
Just because your phone is mobile doesn't mean your calls should be. The challenges of mobile calls:
- Distinguish between using a cell phone and having a mobile call.
- The specific challenge of using a mobile phone.
- We are tempted to try to gather information when we're not prepared to do so
- Back in the day, at my house we had a pad and pencil (it was something my granddad made)
- Notice what this means - we expected to get information and knew we needed to record it, so we were prepared
- The purpose of a business phone call is to exchange important information, so you need to capture that information.
- By answering the call, you are committing to receive information. Are you really prepared to do that?
- My client is a realtor - complex information
- Be sure you're ready, because the worst is to have to call back and say "Tell me the information again"
- well the actual worst is to have to guess and get it wrong
- either way, it means you weren't listening to your customer the first time.
- So, what happens if you don't answer?
- Most likely your caller will leave voice mail, or call you again later
- Both are good results, so make this easy for them
- work on your voicemail system
- do reassure them that they've reached you (say your name)
- don't have a long prompt
- don't make them press any buttons
- try to get rid of the 'mechanical voice' - I hate having to wait to start leaving my message
- And make it easy for you
- Try to get a transcript of the recording delivered to you, normally via email
- Make it a habit to wait to check voicemail when you're ready to capture the information
- People will not call me back
- Yeah, they will - if its important to them
- And, if they don't? Then their purpose for getting your attention was quite weak.
- Do you really want to spend a bunch of time talking to someone who doesn't have an important purpose for calling you?
- If you have inbound prospect calls
- People you don't know who are calling you to find something out
- Deal with that well, and separately
- You need a specific process (and probably a specific number).
Make a great impression on people. Give them your full attention and deal with their information professionally.