Thursday, November 24, 2011

getting dial backs - leaving good voicemail

Having worked the phone for 9+ years as a sales person and for 8 years prior in a purchasing role where I'd receive dozens of sales calls sometimes daily I've had this love hate relationship with the phone.
There is no doubt what an essential business tool it is for sales so I'm astounded people don't do anything to improve phone skills. Email seems to have taken a lead in communications where it was all fax and phone before. Voicemails have really only been around since the 80s and prior to that it was secretaries and nearby co-workers that would take messages.
What we've lost in the past 20 years is the ability as a sales person to gauge interest or reaction while leaving a message. In doing so we now have to leave messages that are more likely to prompt some response and ultimately get a call back, or let us know if we are on the right path or not. When I was in Purchasing I received lengthy voicemails that would include sweeping descriptions of what products they sold or how easily the person could be reached. Frankly if I wasn't buying I didn't care how easily they could be reached and if the products were relavent to me knowing the person was easily reachable indicated they were overly eager to sell me something and I knew returning their call would include a long conversation with expectations of them providing me a quote. Thinking back to those days I was frankly listening for some reason not to call a person back so that I could get to my next message, or that fantastic game of minesweeper. Now when I leave voice messages for people I am trying to sell my products to I recall the reasons why I didn't call someone back and do the opposite. Here's some examples that may help.

1. No number, time, name, or garbled - Speak clearly starting with your greeting. Try not to use your cell leave your name twice and your number twice at the beginning and the end of the message. Many Vmail systems allow you to listen to your message before sending by pressing # at the end. You can re-record if its unclear.

2. No reason - Always state why you are calling and what you hope to accomplish - This could be a whole topic which I'll leave for another Blog but lets just say you need to do your homework before calling someone to ensure you are in the realm of possibilities.

3. No Time - I don't know when they called, or when they would like me to call back (hint try "please call me before 5:00pm today or at least by 10:00AM tomorrow" allows you to call back, or quickly determine the person is not interested)

4. Not Relavent - If the person leaves a message stating they want to talk, or discuss opportunities or follow up that is not usually an actual job that I or any person does. Leave a message about what I do for a living (usually saving money, streamlining processes, creating revenue)

5. Not for me - if the person is asking for something I don't do or provide, and they don't ask for help. I wont help them. Ask for help determining the right person to speak with. Especially if you are calling in High. The message may be forwarded to another person.

6. Tone was Smarmy - I love the word smarmy - imagine Dana Carvey doing his church chat lady as a used car salesperson - Tone sets everything when the person has never met or spoken to you before. You have 1 chance to make a 1st impression