It
’s useful to have some stock phrases prepared which can bring a
conversation to a close without being abrupt.
It’s useful to have some stock phrases prepared which can bring a conversation to a close without being abrupt.
For example, “I’ve got a meeting in a few minutes and I can’t talk right now,” or simply “I’ll let you go.” Instead of “Hi, how are you?” say “What can I do for you?” or “I’ve got five minutes to talk, let’s make sure we cover the important stuff.” If all else fails, “My boss just walked in, I’ve got to go.”
Grouping like-kind items together makes it possible to do each one quicker. It may seem like a small savings, but each extra motion we make takes time.
I list the calls I want to make on the to-do list in my planner. If they’re urgent I use this “x” to indicate this.
I also recap the important and urgent items, including telephone calls to be made, in another place on my planner. This helps me focus on these items and means I don’t have to refer to my big list of to-do items.
Again, this may seem like an insignificant matter, but I don’t think so. By avoiding the big to-do list, I stay focused. Ideally, I want to deal with each item quickly and avoid getting bogged down.
If there’s a number of things to discuss, I may want to take notes before making the call so I don’t forget any and can deal with them quickly.
After the call, I make a note in my telephone log, which is also in my planner. I note the date, the person’s name and telephone number and sometimes a bit of information such as a confirmation number.
I recently got a cold call from a firm selling toner and I agreed to buy some on a trial basis. They sent me the wrong toner and I had to telephone three times before I got the matter sorted out.
On the third call, the manager answered the phone and I was able to say, “I spoke to Phillip two weeks ago who said he would take care of it. Then last week, when nothing happened, I telephoned again and spoke to John who promised he would send me a label to use to return it, but that has not arrived.”
I get a warm fuzzy, feeling thinking about Phillip and John facing the music.
Another option is to use a notebook with a page for each person you talk to regularly. Contact management software such as ACT! or Outlook is another possibility.
Telephone tag can often be avoided by leaving a complete message which specifies what you need. Don’t ask for a callback if this is not necessary. Always include your number and repeat it. You might suggest some convenient times when you will be available to talk.
You may want to record a fresh message on your answering machine each day to indicate that you’re alive and not posted to Iraq. When I hear this type of message, I’m always impressed that the person would go to the trouble of recording a new message each day, and it’s nice to know that I can expect a return call the same day. In my case, though, I never know whether something will come up during the day which takes me out of the office.
I suppose I could say, “It’s Tuesday, April 15th, at 8:30AM. I’m in the office which means there’s a chance I’ll be here for the rest of the day, but I’m never totally sure. Please leave a message, and I’ll call back as soon as possible.”
A speakerphone is an almost essential piece of equipment. This enables me to continue working while on hold or while navigating a voicemail labyrinth.
I also like to have more than one telephone line in my office. I telephone out on one line and receive calls on another and use a third line for the internet.
