In today’s fast-paced world, our lives are intertwined with the incessant ringing of telephones. Whether we’re answering calls in the boardroom, the bedroom, or even the bathroom (yes, we’ve all been there), there’s an unwritten rule we’ve all heard: “Smile before answering.” Some self-styled telephone experts even go as far as suggesting that we position a mirror next to our phone to ensure a perpetual grin. But let’s be honest, how many of us have found ourselves grimacing at our own reflection while in the middle of a mud-pack facial? It’s hardly a recipe for success.
So, here’s a reality check: No one wants to sound like a perpetually cheerful Pollyanna or a Cheshire cat with no brain. We don’t want to come across as lonely recluses for whom the highlight of the day is simply receiving a phone call, any phone call, from anyone. Authenticity matters, and it’s essential to strike a balance between professionalism and genuine warmth.
Big Winners Don’t Smile Before, They Smile After
The secret to making every caller feel special doesn’t lie in plastering an insincere smile on your face before answering the call. Instead, it’s about delivering that warmth and enthusiasm in your voice after you’ve identified the caller. Answer the phone in a composed, professional manner. State your name or the name of your company clearly and crisply. But here’s the little trick: reserve your big, genuine smile for the moment you recognize who’s on the other end of the line.
Imagine this scenario:
- “Oh Joe, [smile] how nice to hear from you!”
- “Sally, [smile] how are you?”
- “Bill, [smile] I was hoping it would be you.”
It’s not about faking your emotions; it’s about timing them right. This is when it counts. You see, big winners don’t smile before answering; they put a smile in their voices after they’ve heard who’s calling. It’s a subtle yet incredibly effective technique that instantly elevates the caller’s experience.
The Art of Professional Warmth
Let’s take a real-world example: Leil’s friend Steve, who resides in Washington, D.C. Steve is at the helm of a major trade association that frequently lobbies on Capitol Hill. Whenever Leil calls Steve, she’s greeted by one of his many assistants. The remarkable thing is, regardless of which assistant answers, they all provide the same warm and professional response.
First, they’ll say, “Cable Telecommunications Association,” followed by their name, and then ask, “How may you direct your call?” There’s no pretense of excessive friendliness, and certainly no forced smiles in their voices. Leil is confident they’re not gazing at their reflections in any mirrors.
However, the magic happens when Leil identifies herself: “Is Mr. Effros available? This is Leil Lowndes calling.” It’s at this moment that the assistant’s demeanor transforms into one of genuine warmth. “Oh yes, Ms. Lowndes,” they purr. “Definitely! Let me put you right through.”
The result? Leil feels special. As she waits for Steve to pick up the phone, she can’t help but imagine him in the midst of his weekly staff meeting, instructing his team, “Now, if the president or some higher-ups in the White House call, put them right through. And, of course, if Leil Lowndes calls, put her right through too.”
A Technique for Everyone
One might wonder if this technique is reserved for a select few, those with VIP status. Steve dispels this notion. He explains that every caller, whether known or unknown, stranger or acquaintance, receives the same warm reception after the assistant learns why they’re calling. For instance, if the caller is a cable operator seeking to join their association, they’ll hear a friendly, “Oh yes, Mr. Smith, I’ll put you right through.”
Even when the caller is a salesperson peddling office furniture, the assistant responds with enthusiasm after discovering the purpose of the call. “Oh, office furniture!” they might exclaim, leaving the caller feeling valued. Steve notes that such a reception makes dealing with salespeople more pleasant, and it’s often reciprocated with cooperative behavior.
The “Oh Wow, It’s You!” Technique in Action
Inspired by Steve’s approach, Leil decided to adopt the “Oh Wow, It’s You!” technique herself. The results were astonishing. Here’s how it played out:
- A reminder call from her dentist’s office: “Ms. Lowndes, this call is to remind you you’re overdue for your six-month checkup.” Leil’s response: “Oh, of course, you’re so right. Leil is so glad you called.” The receptionist sounded pleasantly surprised and didn’t press Leil for an appointment date.
- A complaint call about a broken tape set: “Oh my goodness, Leil is so glad you told Leil about that,” she said with enthusiasm. The caller was taken aback but clearly pleased with her response.
- A call about an overdue bill: “Oh, Leil is so glad you reminded Leil of that bill,” she fibbed. The caller sounded shocked but oddly delighted, assuring Leil that late fees wouldn’t apply.
Put the Technique to Work
The “Oh Wow, It’s You!” technique works wonders in turning routine phone interactions into positive experiences. So, the next time you pick up the phone, remember to answer professionally but reserve your warm and genuine smile for that moment when you recognize who’s calling. It’s not about being perpetually cheerful; it’s about making every caller feel special, valued, and appreciated. Try it out, and you’ll discover that this technique can unlock new levels of cooperation and goodwill, transforming everyday phone calls into opportunities for connection and rapport-building.