Courtesy Call
By: Sherri Becker

Consider this riddle. Have fun with it, but, please, do not think of it as a joke. Seriously, it may be the best marketing advice you will ever receive.

It costs you nothing out of pocket. No money changes hands. That’s right. It is totally free (a favorite word in the marketing world!). It is as close to fool-proof as a marketing technique can be. It is guaranteed to satisfy the customers It affects.You are never too old or too young to do It. Both females and males can do It. If you are not doing It on a regular, consistent basis, you should be!

Ready for the answer?
ÒItÓ is the use of proper business etiquette. Sounds so simple, doesn’t it? And yet, on a daily basis, there are numerous examples of behavior which disregard common courtesy and manners. Consider the following.

Telephone Etiquette: Have you ever received a message which does not include a phone number? Have you ever received a call with a lengthy telephone message, spoken slowly, but the phone number is rattled off so fast that you have to play the message back several times to hear the number? Have you been placed on speaker phone? On hold? Or been hung up on? Do you deal with people who do not return phone callsÉ ever!

Unfortunately, these are typical scenarios involving the telephone. Frankly, none of these set the right business tone or convey the most customer-friendly attitude.

Try the following telephone rules of thumb, to show your professionalism, your consideration and your integrity. First and foremost, return the telephone calls placed to you. Do so in a timely manner. If you don’t, the caller will think you are ignoring him/her or that you have bad news.

When leaving a telephone call message, be concise. Messages that are short and sweet, with upbeat attitudes, are most appreciated. Make sure you leave your phone number and name twice. Speak slowly when repeating this information and spell if necessary.

When and if you have to pick up another phone call (call waiting or from another line), ask permission to put your existing caller on hold or if they would prefer to have you call back.

Use your phone as a marketing tool. Your outgoing message could say who you are, what you do, and when you will be able to return phone calls. If your office is closed for a lengthy time be sure to leave the date you will be back.

Speaker phones are offensive to many people. Use this option only if the receiver of your call agrees. It is proper to make three attempts to return a telephone call. If you donÕt receive a return call, consider finding other ways to make contact.

Cell phone etiquette: All the rules of telephone usage apply, plus some. Quite frankly, no one else really cares to hear your phone ringing or your conversation. In a business context or venue, put your cell phone on the silent or vibrate mode. If you must take a call, excuse yourself and proceed to as private a space as possible.

When in a presentation or large group, it is improper to accept an incoming call or to make one for that matter. You should never take a call in this forum.

When using a cell phone, alert your caller that you are using a cell phone. Advise them that you will try them later should you get disconnected. It is very frustrating to try to have a conversation with a low battery, low signal or too much interference.

Email etiquette: Like the return of telephone calls, email messages should be responded to in a timely manner. Be consistent and regular in your email replies.

If you will be out of the office for a day or more, and if your email has the capacity to leave a vacation message, then do so.

Do not use business email for personal reasons or purposes. This includes the transmission of jokes.

While the business environment has grown more casual and technology has advanced, manners and etiquette should not be abandoned. Act so that you are respectful and mindful of peopleÕs time and their feelings. If something would bother you, no doubt, it will bother your customers.

Sherri A. Becker is president of The Marketing Department, which specializes in developing marketing plans for businesses. She can be reached at 816-943-1919 or tmd@kc.rr.com.