Avionics News January 2017 - 46
G R E G
L A S L O
Tune up your phone skills to stay ahead of business
t was supposed to be a first-step conversation with an
old colleague about a new project, and when I called,
it was all puppies and unicorns about what I would add
to the team. But before the serious conversation, my friend
mentioned we were on speakerphone, and, as an aside, joked
about how you never know who might be listening.
That should have been a clue, but we proceeded through
goals, requirements and deliverables, and in return, I asked
many questions. With each, I could feel the conversation
grow colder. It became clear that we weren't alone
on the line.
Suffice it to say, we never talked again, and
I felt a little perturbed, and maybe blindsided.
A potential client I took to be a friend had
left me dangling like a fish. Live and learn.
While I'm just spitting out sour
grapes, the bigger point is
salient: Phone calls remain
an important way you do
business in 2017, even if you
focus your marketing, sales
and customer service on other
media. This is still how many
customers, vendors and colleagues contact you. It may, in
fact, be their only interpersonal impression of you, so how
you handle these calls shapes
your business and creates an impact on the outside world.
Consider spending time looking at how you use this tool,
and brush up on your phone techniques. It's a bigger topic
these days than you think, spanning from answering and following up on calls to choosing hold music, hold and voicemail messages, and managing cellphone use. It starts with
recognizing why phone etiquette is important and grows into
ways to do it right. You're always on call, and for the good of
your business, you don't want any of them to drop.
Holding the line
Even in an era of social media, text
messages, email, websites and other
electronic communication, the telephone
still needs to be part of your avionics
shop's marketing mix, according to
global audio-branding agency PH Media
Group, and your phone etiquette says
as much about your company as your
digital efforts or brochures. In fact, the
company found that half of all customers
still prefer their questions answered via telephone rather than online.
How your shop answers the phone can
have a huge effect on your customers, and that experience
must meet the high standards
you've created with the rest
of your branding efforts.