“You don’t get a second chance to make a first impression,” says James Uleman, PhD, a psychology professor at New York University and researcher on impression management. “In spite of the congeniality of many professional gatherings, judgments are being made and impressions formed all the time.” This is taken from an article by Mark Rowh, see more here. Often a phone call from a prospective client is the first interactive engagement you have with that person. And in business first impressions often turn into lasting impressions. What does your behaviour say to your callers? First Impressions Matter.
Nick Moran wrote an article for Forbes way back in 2014, which is still relevant today – “Why do First Impressions Matter?” Check it out here. Interesting the article details the unconscious nature of first impressions. Our conscious minds can handle roughly 40 bits of information a second (bps). Which to be fair, sounds like a lot. However our unconscious minds can handle 11 millions bps. This means our unconscious minds handle first impressions, along with a lot of other things, because our conscious minds are easily overwhelmed with just talking and trying not to spill coffee on ourselves.
In First Impressions by Phone
The first impression you make when a business call comes through is, the time it takes you to answer the call, 9 seconds (3 rings) ideally. What do you think going straight to voicemail or calls ringing out would say about a business? But for calls answered your greeting is the next step, which is all to often overlooked. Your greeting is great opportunity to make a positive impact on the customer. Personalise your answer, introduce yourself and the business. Doing this takes no more time, but it can leave a significant impact on your customer. Setting you apart from your competition, making certain your customers know they called the right place. When you answer a call you should be prepared, have a plan for what you will say and so on.
Phone Top Tips:
- Be aware of their tone. Is their voice lazy or enthusiastic?
- Speed. It is important to find the right balance. Not too fast, your not rushing the caller. Likewise, not too slow as that can come across as uninterested.
- Posture. Tone is affected by posture. If slouching your voice can sound automated.
- Rhythm. Use speech that engages the caller.
Our Services & Customisation
Kendlebell Naas specialise in first impressions. Our team of Personal Assistants handle your calls to to your exact specifications and requirements. Our services are totally customisable. When a call comes in we take a detailed message which is then relayed to you by email, text or both. Alternatively, calls can be transferred directly to you or your colleagues, on your Direct Dial or mobile phone number.
Our services will enable you to work smarter while saving you money, Kendlebell Naas – The Perfect Answer. Additionally see more blogs here, including Voicemail a Dinosaur and Outsourcing for Small Business.