Telephone calls are funny things:
1. Most people today prefer emails as they are impersonal: You send it, it goes off into the ether, and you wait for something to happen.
2. Sometimes the emails don’t get there! Yep, hard to believe isn’t it:) In my own businesses, I use emails a lot. But for really important stuff like critical meetings, proposals, other critical stuff, I ALWAYS follow up with a phone call.
3. Telephone calls, like all sales events (yes, the phone call is a sales event) require an objective and the SEQUENCE (of Attention, Interest, Credibility, Value, and Action ) apply. OK…..the purpose of this call is to confirm receipt of my email requesting a client meeting…that’s it.
Example. Hi Mr/Ms ………, this is Justin Beeber (LOL) calling. I am the team lead for the UCCS team that will be working with you this semester.
DID I CATCH YOU AT A BAD TIME? I only need a moment.
I am calling to make sure that you received the email I sent regarding a time for our first meeting? Sometimes emails get lost and we want to insure you received it?
Attention: Hi I am…….
Interest: Your team at UCCS
Credibility: Calling to make sure you received our email
Value: Implied good use of time
Action: Receipt? Yes NO
Objective: you get the idea:)
Telephone calls can go a variety of directions:
Leave a message: OK just leave the message with a call back number or ask them to confirm receipt by email.
Admin assistant: Same call. Just ask the Assistant to pass along the information to your client. HOWEVER…do not assume that they did. If you are really professional, you might ask the admin for their contact info and ask for permission (i.e. “would it be OK if I copy you on meetings etc) for Mr /Mrs etc etc.
Summary,
Make things happen, and don’t assume that emails got though. Back check and follow through.
Also be prepared for a longer conversation as your client may wish to chat (not always a good thing). Soooo…..you might transition into what is your clients preference for a meeting format? “Would you prefer Skype call, gotomeeting? You may also request some additional information in preparation for your meeting such as how many people will be attending from your client? How much time has your client allocated for this meeting.
WHEN I WAS A SALESMAN FOR IBM IS WAS SCARED TO DEATH OF MAKING TELEPHONE CALLS LIKE THIS! So I learned to record my call, just my end not the call itself, so that I could listen to how I sounded. INITIALLY, I WAS TERRIBLE AND COULDN’T UNDERSTAND WHY PEOPLE DIDN’T HANG UP ON ME:) I got better: much better: then I got really good at it:)
OK if you have read this far, would you like me to add audio to this of me making a similar call? I may even be able to find an actor to play a variety of roles on the other end. Whatchathink? Post a comment for me:)