NEWSLETTER JUNE 2008
Let's talk about your TELEPHONE POLICY

You run a business. Sure you have to manage that business, the people who work for you and your clients. You might even be the business. As a business person you might work with an external Marketing Organization (need to mention my client: www.suncoastmarketingpartners.com), you may have someone who is responsible for your web message (mine is Dave Beckers, sales@mysmartmarketing.com) and to handle the financial reporting you are working with a CPA. My friend and a first class businessman is Lou Haskel (lou@lhaskelcpa.com) and you should talk to him.

Where am I going with this?

You manage many aspects of your business but how much time to you devote - or even think about - how you manage the impact the telephone will have on your business? On your prospects? Your clients?

Do you have a weak Telephone Policy that is negatively impacting your business? What is a Telephone Policy?

Thought you would never ask!

 « What happens when customers dare to call your company? Does your receptionist boldly say, "what is this in reference to" and does she screen out potential business?

 « When a customer calls in with a question or challenge, do they get a voice mail from the person responsible; do they get the run around? Who do they talk to and does that person take ownership of the customer's issue?

 « What is driving people to call your business? How are they handled? Are they invited in OR OUT? Your web and marketing partners are doing their best to bring in that business - to your doorstep - do you embrace them immediately or do they have to fight to do business with you?

 « When your customer service or sales people reach out by phone - do they 'check in' or do they dramatically affect your client's business with information, offers or opporutnities that will blow them away?

How to Contact Me

Phone (727) 421-8818
kathy@telephoneeffectiveness.com

TIPS

To step away from my own tradition, I would like to introduce you to an award winning product to help you MANAGE your business. My clients use Infusionsoft.com. It is not a CRM package, it is not a Sales Management Package it is software that is awesome. It will impact your Telephone Policy BIG TIME and your bottom line. It has been designed for the smaller business - the one that cannot do it all, hire them all or manage them all!

Here is the link to the Home Page, which offers you a demo, of Infusionsoft: http://crm.infusionsoft.com/go/infhp/kathy/

TRICKS

You can teach an old dog new tricks! Communication by phone is now taking place EVERYWHERE - in the office, out of the office, on the beach, in the pub - and not just by voice. The devices that are now available astound me, but that is easily done in the technology arena. I am working with an amazing young company, they are also award winning, and they are: www.wirelesstoyz.com and you need to know about them. Why?
They know every tip; trick and tradition that you need to help your business in this wireless maze. They can provide a product, they WILL save you money (and time and hassle) and they have their own CWE who will be yours forever! To find out about your CWE you need to e-mail: store345@wirelesstoyz.com which is Dominic in Clearwater (for Pinellas) or john.corcoran@wirelesstoyz.com for help in Tampa or Hillsborough.

The secret to my success is no secret. My clients have become friends and I support their businesses 150% - as you can see. I also make friends and get new business because of my association with BNI. See who else I know: www.bnireferralexchange.com and you'll find professionals I do business with every day.

 « How do you reach out to your clients - or do you? Can you identify them and determine who needs to be 'touched' and when, or how often? Do you even know why you should?

 « Several of my clients did not have their Telephone Policy in place for contacting prospects. They were collecting hundreds of business cards and names of prospects and not reaching out to them. What do you say, how do you qualify and quantify that follow up. Business is lost daily because of the failure to identify who needs your ongoing attention, who is in need of development and who can give you business themselves or by referral.

Most of the business owners - either individuals who work for themselves, or those owners who have a group of employees - said yes to me on at least one point illustrated above. They did not have a Telephone Policy; they thought it would take care of itself.

You need to know what business you are losing, not even losing but aren't even getting a shot at - and you need to know how to talk to your clients or customers so that they will come back because you are offering an outstanding service - not because you are the cheapest game in town. You won't always be!

My business coach, Mark Bryan (www.focusedresults.com) reminds me regularly about the Harvard Business Review study that tell us that 85% of customers who gave you high marks and were satisfied WILL buy from someone else.

A Telephone Policy affects every aspect of your business - a good one will positively impact your bottom line. You have commercial insurance, you have auto insurance, you may even have key man insurance (if you don't, you should contact: nmcdevitt@finsvcs.com) - when was the last time you reviewed how the telephone is integrated into your business and signed off on your own Telephone Policy? Increase business by more than 35% with a simple Telephone Policy!

Call me to start that discussion - it is easy to do, painless and pays for itself over and over and over again. (727) 421-8818 OR kathy@telephoneeffectiveness.com

TRADITIONS

In my business, it is traditional to answer that telephone on the very first ring. Grab that puppy! I would like to encourage you to not do that. Take a deep breath, hear that first ring, give yourself a chance to be ready to LISTEN and give the caller a chance to be aware that the phone is actually ringing and they may have to speak to someone soon! So, 2 or 3 rings does work. AND please speak slowly, clearly and say what needs be said and heard! PLEASE? It isn't a race - or many out there would lose.

Quote of the Day

"The words you choose to say something are just as important as the decision to speak." ~Author Unknown

kathy@telephoneeffectiveness.com
727 421 8818

Your e-mail address was available to us because you indicated that you would be willing to receive our newsletter.. If you wish to have your address deleted from our list, please let us know. To be DELETED CLICK HERE