Answer it straight away
If your business phone rings, answer it straight away. It does not matter who you think it is — just answer it. A ringing phone is a potential customer, a supplier, or an opportunity, and every unanswered ring is a chance gone elsewhere.
Deal with voicemail immediately
If a call goes to voicemail, listen to it straight away. If the message is from someone who wants a quote or is ready to buy, call them back immediately. A delay of even an hour can mean they have already rung your competitor — and the competitor answered.
Test your own voicemail
Ring your own business voicemail and listen to what callers actually hear. Does it work? Is it easy to navigate the options — Press 1 for sales, Press 2 for accounts, and so on? Is the message breaking up or cutting off halfway through? If it is confusing, fix it. Callers will not press around trying to find you; they will hang up.
Answer it properly
When you pick up the business phone, answer it the right way. Do not say "Hello?", "What?", "Who is this?" — and never "For god's sake, what do you want?!" The caller has taken the time to ring you. The very least you can do is sound like you want their call. Simple, professional, and consistent. Every member of the team should answer the same way, every time.
- Good morning, John Smith and Sons — how can I help you?
- Good afternoon, John Smith and Sons — how can I help you?
Take the message properly
Keep a pen and pad by the phone — do not rely on memory. When you answer, take down the details below, then make sure you, or someone else, actually acts on them. If a caller says "I'm interested in ordering some machines," that message takes priority — do not tell them to send an email and wait. If the right person is in the office, put them through there and then. Make the caller feel as though they are the most important person in the world at that moment.
- The name of the person calling
- Their company name
- A contact number
- A clear message of what they need
The bottom line
It is hard enough to win new business without making it harder by getting the simple things wrong. The phone is still where most sales start — answer it, answer it well, and act on what the caller needs. Answer the phone.