Phone Call Greetings-Appreciation and Respect Made Simple

What do callers to your business phone number hear when there's no person to answer the phone? Does your greeting say "I'm either on the phone or away from my desk. Please leave a message."?

The difference between being on the phone or away from your desk could be huge. If you're on the phone, the caller could believe that you'll call them back just as soon as you're free. Will you do that? Not likely. You'll put it off until you want to return the call.

If you're away from your desk, are you away for ten minutes, a day or even longer? When would you return the call?

I think better greetings are either more general or more specific. To be more general, you need to say, in a warm and sincere tone of voice, with good phrasing, "thank you for calling me. I will return your call as soon as possible. " There are no promises there. You'll call when you call, and what you're doing at the time of this incoming call has no effect on your return call.

A more specific approach is to provide time-bound information in your greeting. Some people change their greeting daily, and include information about their whereabouts and in what time frame a caller can expect a return call. Others may give a window during which they spend time returning calls: "Thank you for calling. I will be returning calls today between 3-5 PM. If that time is not good, please include in your message a time that would work for you, and I'll do my best to return your call at that time."

How do you treat your callers--with disinterest, or with appreciation and respect? When you treat them with respect you'll go a long way towards reaching your hard dollar results.