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How to Make Sure Customers Never Hang Up on You

April 14, 2009

I feel like we could talk forever!
Wow, has it been a whole hour already?
This has been the most enjoyable phone call of my week!

How many of your customers are saying that about YOU?

Answer: Not enough.

Take your pick:
Chatting with a hot prospect…
Following up with a new client…
Interviewing with a potential employer…
Interviewing with a member of the media…
Hosting a teleseminar for your membership…
Participating on a conference call with your superiors…

Whomever you define as your “customer,” the challenge in approaching people over the phone is to make your phone conversations MORE.

More engaging. More listenable. More interesting. More fun. More relaxing. More unforgettable.

REMEMBER: Because they can’t see you, (unless you’re Skyping), they need to FEEL you. 

After all, the only judgment people can make – the only impression their unconscious mind can form – is a function of how interacting with you made them FEEL.

Here are three practices to make your phone calls SO engaging that customers never want to hang up.

1. Poll your past. Think back to the five most engaging phone calls you had this month. The ones where you felt like you could talk forever and never wanted to hang up. The ones where you sprung out of your chair and started pacing around the room. 

What made those calls so interesting and listenable? Was it the passion? The energy? The topics discussed? The attitude you had before picking up the phone? 

Now think back to the five most BORING phone calls you had this month. The ones where you caught yourself bobble heading and/or drooling. The ones where you tuned out the speaker and started playing solitaire.

What made those calls so boring and unlistenable? Was it the irrelevance? The lack of energy? The topics discussed? The fact that your boss was about as exciting as a WNBA pre-season game?

THEN, TRY THIS: Make a list of the attributes of those five engaging/boring calls. Look for commonalities and patterns. Then, step back ask yourself how well you embody/avoid those same attributes in your daily telepresence. 

If the answer is “Not enough,” here’s what you do. Extract a few reminders from that list, i.e., “Get out your chair!” “SMILE” or “Talk about your passion!” Then, write them on sticky notices and post the reminders next to your phone. 

This measure of accountability will punch you in the face and immediately double the engagement and listenability of your phone calls. What structure could you put in place to remind yourself to do this consistently?

* * * *
Scott Ginsberg
That Guy with the Nametag
Author, Speaker, Coach, Entrepreneur