In today’s fast-paced and sometimes tech-heavy business world, your smartphone is more than a communication tool — it’s a direct extension of your brand. Whether you’re a small business owner leading a team or a team member in your company, how you answer your phone sets the tone for the caller’s perception of your professionalism and your company.
Here are five essential tips to help you and your team members answer their mobile phones in a way that builds credibility and trust and creates a lasting, positive first impression.
I don’t know about you, but there have been times when I have been guilty of answering the phone in a surprised or too-laid-back tone. Avoid casual greetings like “Hello?” or “Yeah?” — these can come off as unprofessional, especially if the caller is a customer or potential client.
Jim Rohn, longtime entrepreneur and thought leader, had a saying that rings true here: “Casualness leads to casualties.” Make sure you and your team avoid sounding too casual.
Aim to answer your phone within three rings. If it rings too long, that can signal disorganization or disinterest. Start with a friendly tone and a clear greeting. For example: “Good morning, this is Sarah with Greenview Landscaping. How can I help you?”
By starting off with the words “good morning” or “good afternoon,” whichever is appropriate, you are setting the tone. By using your name, you instantly make it clear you are a real person and someone who is accountable. By identifying your company or business, you assure the person they have called the right number.
“By answering professionally, clearly identifying yourself and speaking with intention, you help build confidence and trust with every call.”
In some cases, if your name or the name of your company is longer than usual, it is OK to drop the “good morning” or “good afternoon” and just say the rest of your greeting with an upbeat and friendly tone in your voice.
A good rule to follow is to never assume the caller knows who they’re speaking with. Always introduce yourself and your company. This eliminates confusion and immediately sets a businesslike tone.
“Hi, this is Mark with Baxter’s Irrigation and Lighting. Thanks for calling. How can I assist you?”
If your name or the name of your business is hard to pronounce, slow down, take your time and say it properly.
If you’re in a noisy location — driving, at a jobsite or in a public space — either move to a quieter spot or let the call go to voicemail and return it promptly. Taking business calls in loud environments can make it hard to hear and harder to sound credible.
If you take the call in a noisy place, you increase the chances of miscommunication and misunderstanding on both your part and the caller’s.
It may sound cliché, but people really can hear a smile over the phone. Smiling as you answer creates warmth and positivity in your voice, which can go a long way in establishing rapport. It also implies that the person calling is liked and appreciated and not an interruption.
What I teach my clients in my workshops and training programs is to place a mirror near their desk or workstation and check their posture and facial expression before they answer their office phone or cellphone.
If you are like me, there are times you’ll miss a call — and that’s OK. But your voicemail message should be just as professional as your live greeting.
Make sure your voicemail message sounds professional, which means no noise or voices in the background should be heard in your recording. Nothing takes away from your professionalism more than a sloppy voicemail message.
Make sure your voice sounds articulate, upbeat and helpful. Neither your clients nor potential clients want to hear a Grinch-sounding tone in your voicemail message. Remember, they can’t see you; they can only hear your recorded voice.
Finally, practice your message before you record it. Do what it takes to make it sound as perfect as possible. Re-record it until you are satisfied with it. Have some of your staff members listen to it and make sure they think it does a good job of representing you and your company.
Keep the message brief and friendly. Here is one I use: “Hi, I hope you’re having a good day! You’ve reached Tom at Tom Borg Consulting. I’m currently unavailable, but your call is important to me. Please leave your name, the best number to call you and a little information about how I can help you, and I’ll return your call as quickly as possible.”
Every phone interaction is a reflection of your brand. By answering professionally, clearly identifying yourself and speaking with intention, you help build confidence and trust with every call. And remember, as I tell all my clients: How you do the little things is how your clients believe you do everything.
