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Hub You - Five Keys to UNFORGETTABLE Phone Service
As usual, there are errors/missteps to be expected. Just part of the normal job hunting/career seeking activity. Don't get discouraged, just keep on moving forward everyday.Most of us have taken jobs without much thought about where they will lead to in the future. It was a source of money - income -at the time. If you're not careful, you can get stuck in such a job and never get out of the rut.Eventually, we discover the error of our ways. Next step is finding the way out without lots of problems with the employer or ourselves. Even if you 'love' your boss - you like the company - but deep inside it's just not what you want to do forever.Lots of us think it's OK to try out - find out - get out... but there are times that it is unfair to the employer, you too. Trial and error is not a good plan if you really want to get going with a quality career pat
FACT: this is (yet another) two second opportunity to make the mundane memorable and project your uniqueness to someone new.
PERFECT EXAMPLE: “Yes. Tell Mrs. Freidman that it’s The Nametag Guy,” I usually say.
In most cases, three things happen next: 1) The gatekeeper chuckles and transfers me, 2) The entire company hears over the loud speaker, “Mrs. Friedman, you have The Nametag Guy holding on line 7,” and 3) The p
Myth: You can save time. There is no way you can bank unused hours. Each hour gets spent. Time is the most democratic of resources. Everyone is given the same amount every day. Since every minute is nonrenewable, all that matters is how you are using your time this minute.You might recognize these two colleagues who started work in the same department at the same time.Meet John:He is the last one to turn in work on a group project.He can take days to respond to messages.He surrounds himself with stacks of papers on every available surface.He stays late at least three days a week.His family has not had dinner with him in the last month.He complains about the amount of work he is expected to get done.He is too tired to do anything extra on weekends, so ends
Wow.
Well, it’s 2007. How many customers are you going to lose from poor phone service this year?
Hopefully, zip. But let’s explore five keys to UNFORGETTABLE phone service just to make sure.
UNFORGETTABLE Openers
Customers will form an impression of you – and your company - within the first few seconds of their phone call. That’s why the first words out of your mouth are absolutely crucial.
What’s your present opening line? “Hello?” “Good morning?” Or is it some other boring, corporate handbook greeting that fades into the unmemorable multitude of every other phone call your customer will make that day?
FACT: phone greetings are opportunities to make the mundane memorable. To make the customer on the other line smile before she even asks you a question. You must project positivity, uniqueness and approachability within seconds. You can do better can “Hello?”
PERFECT EXAMPLE: for years, I’ve been answering my phone the same way: “HELLO, my name is Scott!” It’s nothing fancy, but nobody else uses it. And that’s the key. It’s fun, quick and usually gets a laugh 90% of the time. More importantly, those five words also happen to be the name of my company, the title of one of my books and the essence of my branding.
LET ME ASK YA THIS…
Are your first few seconds UNFORGETTABLE?
UNFORGETTABLE Callers
OK, now let’s switch roles. You’re the caller. Making an important sales call to the VP of Marketing. And her assistant prompts you with the ever popular, “May I ask who’s calling?”
When you hear those beautiful five words, you should get excited. Why?
FACT: this is (yet another) two second opportunity to make the mundane memorable and project your uniqueness to someone new.
PERFECT EXAMPLE: “Yes. Tell Mrs. Freidman that it’s The Nametag Guy,” I usually say.
In most cases, three things happen next: 1) The gatekeeper chuckles and transfers me, 2) The entire company hears over the loud speaker, “Mrs. Friedman, you have The Nametag Guy holding on line 7,” and 3) The pe
80% of your Web site is Maintenance!Once your Web site is up, you must maintain it. That means changes, and each time you make a change, you may make a mistake. I'm really grateful when people point out my Web glitches. You too can be more proactive by checking your Web site each week.If your visitors get a link that doesn't work, see incomplete instructions, or read your dull instead of passionate copy, they will leave your site immediately, and not bookmark it.Before you invite potential buyers to see your masterpiece you need to check and correct all parts of your site, and especially the home page. Use the last four of the seven tests below to guarantee you loyal customers and clients. The others from 1-3 are in part one of this piece.4. TEST YOUR PRICE. A price that is too low is as bad as a price too high. Too low a price devalues your product or servic
Customers will form an impression of you – and your company - within the first few seconds of their phone call. That’s why the first words out of your mouth are absolutely crucial.
What’s your present opening line? “Hello?” “Good morning?” Or is it some other boring, corporate handbook greeting that fades into the unmemorable multitude of every other phone call your customer will make that day?
FACT: phone greetings are opportunities to make the mundane memorable. To make the customer on the other line smile before she even asks you a question. You must project positivity, uniqueness and approachability within seconds. You can do better can “Hello?”
PERFECT EXAMPLE: for years, I’ve been answering my phone the same way: “HELLO, my name is Scott!” It’s nothing fancy, but nobody else uses it. And that’s the key. It’s fun, quick and usually gets a laugh 90% of the time. More importantly, those five words also happen to be the name of my company, the title of one of my books and the essence of my branding.
LET ME ASK YA THIS…
Are your first few seconds UNFORGETTABLE?
UNFORGETTABLE Callers
OK, now let’s switch roles. You’re the caller. Making an important sales call to the VP of Marketing. And her assistant prompts you with the ever popular, “May I ask who’s calling?”
When you hear those beautiful five words, you should get excited. Why?
FACT: this is (yet another) two second opportunity to make the mundane memorable and project your uniqueness to someone new.
PERFECT EXAMPLE: “Yes. Tell Mrs. Freidman that it’s The Nametag Guy,” I usually say.
In most cases, three things happen next: 1) The gatekeeper chuckles and transfers me, 2) The entire company hears over the loud speaker, “Mrs. Friedman, you have The Nametag Guy holding on line 7,” and 3) The p
Payroll outsourcing services are the services provided by payroll outsourcing companies to their clients. Payroll outsourcing includes receipt and analysis of payroll data, reporting the payment of payroll taxes, issuing payment and reports to employees and reporting data to end user.Payroll outsourcing services provide a ready solution in areas that are critical to the success of a business. They undertake the back office accounting and payroll work for all their clients and create a local presence by providing routine consultation and tax return. Payroll software provided by the outsourcing company will enable you to transmit your payroll data securely, easily and efficiently through the internet. You can view a pre-check register to verify that the payroll is perfect at every time. The software also helps you to input data and receipt online.Services offered by different
PERFECT EXAMPLE: for years, I’ve been answering my phone the same way: “HELLO, my name is Scott!” It’s nothing fancy, but nobody else uses it. And that’s the key. It’s fun, quick and usually gets a laugh 90% of the time. More importantly, those five words also happen to be the name of my company, the title of one of my books and the essence of my branding.
LET ME ASK YA THIS…
Are your first few seconds UNFORGETTABLE?
UNFORGETTABLE Callers
OK, now let’s switch roles. You’re the caller. Making an important sales call to the VP of Marketing. And her assistant prompts you with the ever popular, “May I ask who’s calling?”
When you hear those beautiful five words, you should get excited. Why?
FACT: this is (yet another) two second opportunity to make the mundane memorable and project your uniqueness to someone new.
PERFECT EXAMPLE: “Yes. Tell Mrs. Freidman that it’s The Nametag Guy,” I usually say.
In most cases, three things happen next: 1) The gatekeeper chuckles and transfers me, 2) The entire company hears over the loud speaker, “Mrs. Friedman, you have The Nametag Guy holding on line 7,” and 3) The p
Angelique Max flew to New York at the age of 21 with only $300 in her pocket and the dream of becoming a New York Fashion stylist. “Looking back I think that my friends and family all thought that I had gone a little crazy because all I had was the belief that with some charm and a whole lot of persistence I could achieve anything”. When Angelique arrived in New York she knew no one but she had done her research and knew who she needed to contact and what she wanted to achieve. “I basically flew to New York having no doubt that I would succeed”. Arriving in New York Angelique made her first stop at Seventeen Magazine. “The editor took one look at Angelique and advised her to intern with a major Fashion Photographer so that she could build a portfolio. “I felt very self-conscious during the interview because New York is always two season’s ahead in fashion”. Taking the Editors advise Ange
LET ME ASK YA THIS…
Are your first few seconds UNFORGETTABLE?
UNFORGETTABLE Callers
OK, now let’s switch roles. You’re the caller. Making an important sales call to the VP of Marketing. And her assistant prompts you with the ever popular, “May I ask who’s calling?”
When you hear those beautiful five words, you should get excited. Why?
FACT: this is (yet another) two second opportunity to make the mundane memorable and project your uniqueness to someone new.
PERFECT EXAMPLE: “Yes. Tell Mrs. Freidman that it’s The Nametag Guy,” I usually say.
In most cases, three things happen next: 1) The gatekeeper chuckles and transfers me, 2) The entire company hears over the loud speaker, “Mrs. Friedman, you have The Nametag Guy holding on line 7,” and 3) The p
Are you interested in using the services of a futures broker, to assist you with futures trading? If you are, you may be wondering what type of futures broker you should use. While the decision is honestly yours to make, you are advised to take the time to examine discount futures brokers, as they may be able to save you a considerable amount of money.Before examining the many benefits to doing business with a discount futures broker, you may be wondering exactly what one in. In most cases, discount futures brokers are brokers that have low, discounted, or competitive fees. When you use the assistance of a futures broker, you must pay to use their services. Different futures brokers charge different fees, but many are now starting to offer discounted rates; thus, giving them the title of a discount futures broker.Now that you know what discount futures brokers are, you
FACT: this is (yet another) two second opportunity to make the mundane memorable and project your uniqueness to someone new.
PERFECT EXAMPLE: “Yes. Tell Mrs. Freidman that it’s The Nametag Guy,” I usually say.
In most cases, three things happen next: 1) The gatekeeper chuckles and transfers me, 2) The entire company hears over the loud speaker, “Mrs. Friedman, you have The Nametag Guy holding on line 7,” and 3) The person I’ve called picks up the phone (already laughing) and says, “Hi Scott!”
Score!
LET ME ASK YA THIS…
Do you have the balls to say something other than your name?
UNFORGETTABLE Waiting
When I was working at the Ritz Carlton, the phone light would start blinking rapidly after thirty seconds of hold time. If an employee was in the area and didn’t pick up the phone to assist the guest, he was written up.
Sure, it was harsh. But you better believe we picked up every call within thirty seconds! Dominoes would have been proud.
Look. Hold time is still a tough issue. I’m not going to get into the technical side of it, i.e., on-hold jazz music, advertisements, wait time and the like. However:
FACT: callers become more frustrated with every passing second.
Unless.
PERFECT EXAMPLE: my friend Dave is a pro at lessening hold time. Whenever he has another call or needs to put me on hold, he doesn’t say, “Can I put you on hold?” or “Would you mind holding for a minute?” Instead, Dave says, “Scott, do me a favor: count to ten and I’ll be right back!”
I still count every time. And Dave almost always comes back as promised.
LET ME ASK YA THIS…
What words could you use to make hold time more fun and engaging?
UNFORGETTABLE What?
In 2006, RainToday released a scintillating study called How Clients Buy: The Benchmark Report On Professional Services Marketing And Selling From The Client Perspective.
The study gathered data from nearly 200 decision makers nationwide who purchased $1.6 billion in professional services. They were asked about their biggest pet peeves when working with service providers.
And the winner went to (drum roll please)...
“They didn’t listen to me.”
FACT: when it comes to the phone, you must remember these three thin
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