By Tom Borg © All rights reserved.
In today’s fast-paced and sometimes techno-heavy business world, your cell phone is more than just a communication tool—it’s a direct extension of your brand. Whether you’re a small business owner, leading a team, or a team member in your irrigation and lighting company, how you answer your phone sets the tone for the caller’s perception of your professionalism and your company.
Here are five essential tips to help you and your team members answer their mobile phones in a way that builds credibility, trust, and a lasting positive first impression.
- Answer Promptly and Politely
I don’t know about you, but there have been times when I have been guilty of answering the phone in a surprised or too laid-back tone. Avoid casual greetings like “Hello?” or “Yeah?” which can come off as unprofessional—especially if the caller is a customer or potential client.
Jim Rohn, one of the most respected thought leaders, had a saying that “rings” true here: “Casualness leads to casualties.” Make sure you and your team avoid sounding too casual.
Aim to answer your phone within three rings. If it rings too long, it can signal disorganization or disinterest. Start with a friendly tone and a clear greeting. For example:
“Good morning, this is Sarah with Greenview Landscaping—how can I help you?”
By starting off with the words “good morning” or “good afternoon,” whichever is appropriate, you are setting the tone. By using your name, you instantly make it clear you are a real person and someone who is accountable. By identifying your company or business, you assure the person they have called the right number.
In some cases, if your name or the name of your company is longer than usual, it is okay to drop the “good morning” or “good afternoon” and just say the rest of your greeting with an upbeat and friendly tone in your voice.
- Identify Yourself and Your Business
A good rule to follow is to never assume the caller knows who they’re speaking with. Always introduce yourself and your company. This eliminates confusion and immediately sets a businesslike tone.
“Hi, this is Mark with Baxter’s Irrigation and Lighting. Thanks for calling—how can I assist you?”
If your name or the name of your business is hard to pronounce, slow down, take your time, and say it properly.
- Minimize Background Noise
If you’re in a noisy location—driving, at a job site, or in a public space—either move to a quieter spot or let the call go to voicemail and return it promptly. Taking business calls in loud environments can make it hard to hear and harder to sound credible.
If you take the call in a noisy place, you increase the chances of miscommunication and misunderstanding on both the caller’s and your part.
- Smile as You Speak
It may sound cliché, but people really can hear a smile over the phone. Smiling as you answer creates warmth and positivity in your voice, which can go a long way in establishing rapport. It also implies that the person calling is liked and appreciated and not an interruption.
What I teach my clients in my workshops and training programs is to place a mirror near their desk or workstation when answering the phone and check their posture and facial expression before they answer their office or cell phone.
- Have a Professional Voicemail Message
If you are like me, there are times you’ll miss a call—and that’s okay. But your voicemail should be just as professional as your live greeting.
Make sure your voicemail message sounds professional, which means no noise or voices in the background should be heard in your recording. Nothing takes away from your professionalism more than a sloppy voicemail message.
Make sure your voice sounds articulate, upbeat, and helpful. Both your clients and your potential clients don’t want to hear a grinch-sounding tone in your voicemail message. Remember—they can’t see you; they can only hear your recorded voice.
Finally, practice rehearsing your message before you record it. Do what it takes to make it sound as perfect as possible. If you must, re-record it enough times until you are satisfied with it. Have some of your staff members listen to it and make sure they think it does a good job of representing you and your company.
Keep it brief and friendly. Here is one I use:
“Hi, I hope you’re having a good day! You’ve reached Tom at Tom Borg Consulting. I’m currently unavailable, but your call is important to me. Please leave your name, the best number to call you, and a little information about how I can help you, and I’ll return your call as quickly as possible.”
In Closing
Every cell phone interaction is a reflection of your brand. By answering professionally, clearly identifying yourself, and speaking with intention, you help build confidence and trust with every call. And remember as I tell all my clients—how well you do the little things is how your clients believe you do everything.
Tom Borg is the founder and president of Tom Borg Consulting, LLC. Since 1996, he has worked with CEOs, presidents, and their leadership teams in over 450 companies and organizations. Through his consulting, mentoring, coaching, workshops, and assessment instruments, he works with his clients at the intersection of leadership, communication, and culture, assisting them in building a culture of engagement and teamwork. You can call or text him at his cell phone: (734) 812-0526 or email him at tom@tomborg.com. Visit his website at www.tomborgconsulting.com. © All rights reserved.
