How do you answer the phone -- or maybe more to the point, how does your staff answer it? Are they warm and welcoming or bored and indifferent? Do they make someone want to make a reservation or do business with you, or turn them off totally?
I was thinking about this today when I cold-called an advertising prospect. A young woman answered the phone, sounding indifferent. I asked to speak with the person who would handle advertising or marketing.
"He's not here," was her reply.
I asked for his name and her response was "He's my boss." Okay, I dug deeper and asked what his name was so that I could contact him when he returned. She replied "Joe" (not his real name).
Getting a little impatient, I asked when he would be available and was told he was traveling on business. I asked when would be a good time to reach him when he returned and she again, did not answer directly but asked for my name and info - finally!
Should anybody have to go through so much digging for information just to leave a message? Would you want to do business with these folks? I do, but I wish they'd make it a nicer experience!
When someone is bored, tired, impatient, etc. on the phone, that comes across to the party on the other end. Is this the kind of message you want to send to a potential customer or business person?