This Christmas Eve I had incredible back pain. I knew everything would soon be closed for the holiday, so I was desperate to find a chiropractor who could help. When I called the first place I found in the phonebook, the receptionist had a very curt tone and didn't show any empathy for my situation. I told her I was in extreme pain and asked if they could fit me in. Her response was to start asking me questions: name, phone number, insurance info, etc.

I was getting annoyed with this information-gathering process. I said, "Before you do all this, can you tell me if you have an opening today?" She replied, "I have to gather all this information before the system will allow me to check the schedule." I was becoming impatient with her inability to understand the urgency of the situation. I played along, but it turned out she didn't have an opening until Monday-four days later. I thanked her but decided to make another call.

When I called the next chiropractor, the receptionist immediately exclaimed, "We need to get you some relief from the pain. Can you get here by 12pm? We close at noon today." Here are two situations where the first point of contact determined if I would do business with them or NOT. Not only did the second receptionist treat me well, but the chiropractor spent 45 minutes with me that day-working past closing time.

This all illustrates how important first impressions are, even if you're just on the phone. A telephone call is often the first point of contact for your business, so make sure you and your employees have strong phone skills. A training session is a great way to ensure your company is communicating in a way that helps your business.

A few tips: Coach employees on how to greet callers. Tone of voice and word choice will impact the caller's perception. Discuss with employees how to best handle emergency situations and stress that their responses be consistent with your corporate brand.

Juanita Ecker

©2010 Professional Image Management

Juanita Ecker, president of Professional Image Management, is a business etiquette and international protocol consultant. She can be reached by phone at (518)279-9388 or online at www.professionalimagemanagement.com. 

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