by Richard Papaleo, President of Air-Care

When a customer first calls in to get an estimate or inquire about your services, the voice on the phone is most likely the “first” opportunity for them to gain an impression on your company.  How important is that?!

That first phone call can actually make or break you with the customer.  Having someone who is knowledgeable about the subject is the most important, but the tone of their voice or their “voice attitude” is also very important.  If they sound hurried or negative or they are having a bad day, that tone comes through.  It may sound rude to the customer and make them think twice about doing business with your company.

It may sound silly, but putting a smile on your face before answering the phone can really help.  You never want your “bad day” to make you lose a customer.  If you are out on a job and answering the phone, make sure you don’t sound like you are trying to hurry them off the phone.  Answer their questions like you were sitting in the office at your desk.

Always remember that training people in your organization should include how to handle phone calls.  There are only a handful of questions that are going to be asked.  Train your employees how you want those questions answered.  It will make them feel more confident and that confidence will shine through the phone.