Life is too short to let little things bother you, but they do me. Don't you hate it when people don't return phone calls? I'm not talking about the Sprint phone salesmen that spend their days cold calling people, or the fast-talking New York stockbrokers, but the customers, suppliers, vendors, and others that only talk to you when THEY call you. When you want to talk to them, it may be weeks before you hear back, if ever. This doesn't happen often, but when it does, it sure is irritating. I think it's the signal that it sends that gets to me. "You are not worthy of my time," is what I hear when this happens. If you're too busy to return your phone calls, get some help.
My father, Stan, had a reason to call a Wichita businessman, George, whom he knew, but hadn't talked to in ten years. George is one of the most respected and successful people in the community. He had no idea why Stan was calling him. My dad just left his name and number. His friend was out on vacation and not due back for two weeks. No problem, it wasn't urgent.
That night, George called Stan at home, from his winter home in Arizonaand my dad hadn't even left his home number! George had called directory information to get the number. Stan was flattered that he had gone to that trouble to return the phone call. George simply stated that if someone took the time to call him, that he would always return their call. That's just the way he is. That was 1985 and it stuck with me. It is challenging to find time to return the many calls to suppliers you know you won't be buying from, or to people you know are going to ask you for something you really don't want to provide. But life is too short to snub people by not returning phone calls.
There is something worse. "Randy," my secretary tells me, "Joe Smith (a customer) is on line one for you." I pick up the phone, "Hi Joe!" only to hear, "Hold please for Mr. Smith." Are you kidding me? We're in the coin machine business!
There are exceptions to personally returning phone calls, but not many. Voice mail allows people to leave very detailed messages. If they want information and you're not the correct person to answer that question, forward the message to the appropriate person in the building. In any event, the person calling should get a return phone call promptly.
VOICE MAIL AND PHONE ETIQUETTE
I set a record on feedback when I wrote about our voice mail system a few months ago. I've never had so many calls on one article. It seems that a lot of people had been thinking about it, but just needed more information.
Well, I should have put a warning with that article. A bad voice mail system design is horrible for business. When we designed our system, we spent hours and hours going through every possible combination of options that any given person may encounter. The reason voice mail gets a bad rap is due to bad system designs. A well-designed system is welcomed. A bad system is a nightmare for the caller. I estimate that out of all the voice mail systems I encounter, 75% are badly designed, and very frustrating. For example:
1. During business hours, a customer should be able to hit "0" ANYTIME, and get an operator. Some systems, when you hit zero, tell you things like, "That is not a valid extension." Zero is always a universal valid extension. It's like putting the trash container under the kitchen sink. It's law.
2. Forget the lengthy instructions before and after a customer leaves a message. Keep them very short and to the point. Remember, a customer has to listen to the message every time they call.
3. Many people customize their voice mail every day, telling people where they're at, what they are doing, what they had for breakfast...I really don't care. They are either there or they're not. That's all I want to know. The only exception would be for an extended trip out of the country where it would be very difficult to return any calls. Other than that, there are phones in every truck stop and airport.
4. I strongly suggest that you have your system designed so that while you're on the phone with another call, that YOU make the determination (except the most obvious cold calling sales people) on whether you take the call or not, or instruct your secretary to take a message, written or in voice mail. I don't want a message taken from a customer because I'm on the phone with my friend discussing his recent fishing trip. I'll talk to my customer, and call my friend back. In my office, customers have priority; everyone else comes second.
5. Keep the number of keystrokes a customer needs to enter to an absolute minimum. For our service calls, a customer never has to push more than two numbers to get where they need to leave a message. Don't you hate it when you call an airline, or credit card company, and they ask you to key in your 27 digit account number, and when they operator comes on the line, they ask you for the very same number! Look on your screen.
6. When you ask, "Is Joe in?" and the secretary responds with "yes he is, hold on please." Then the phone rings a couple of times, and then you're listening to a voice mail message from Joe saying he's not in. I hit zero and ask the secretary: "I thought you said he was in?" If there is a chance Joe isn't going to pick up the phone, the secretary should say, "May I ring his office for you?"
7. A customer should never be dumped into voice mail unwillingly if at all possible. Many people aren't comfortable leaving a message. In that case, if possible, the secretary should ask the caller if they would like to leave a message with them, or if they would like his voice mail.
8. Don't ask your secretary to lie for you.
9. Voice mail allows you to leave a detailed message, but it's not for ten minute stories. You can still talk to someone in person, or fax a letter.
10. If you can't go to the golf course without your cellular phone, you should stay at work or home. Maybe for emergencies only, but I've seen guys hit the ball while talking on the phone.
In addition to contacting me at my email address of rchilton@fn.net, you can reach me at Chilton Vending & Billiards, (316) 262-3538, extension #210.