Building Trust With Proper Phone Etiquette
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You’ve heard it before, and the saying is true: you only get one shot to make a great first impression.
In today’s world of social media scrolling and online booking, the internet is likely where your client will initially make that impression, but despite the many digital avenues one can take to get to know your business, phone calls are still a number one business communications channel whether it’s to inquire about services or for client/customer support.
Now, I hear your groans…
I know how aggravating phone calls can feel, especially when you’re slammed and the phone is ringing off the hook, or you’ll get a call from someone who’s asking questions with answers that can all be found on your website.
As annoying as that may be, we have to shift our perspective on phone calls and embrace the fact that:
This is just how some of our clients prefer to communicate and
The phone is an opportunity for a one-on-one conversation that can create a deeper connection more quickly than other forms of communication such as email or messaging, so embrace it!
When I worked as a receptionist at a leading day spa in Maui (one of my first jobs in spa), I had an incredible opportunity to have some of the most critical conversations you can have with a potential client or a current client such as:
What’s bringing them into the spa and why they’re inquiring
What they’re specifically looking for, both in experience and outcomes
Their most frequently asked questions and biggest concerns
However, having a great call that leads to a consult or a booking (or a happy client when receiving a call that doesn’t start off on the best foot) doesn’t result from merely being friendly on the phone.
It’s the first step of your client’s journey, so it must be handled with the utmost care and etiquette so you can create a connection and begin building trust or deepening the trust you have with your clientele.
Key takeaways from Episode #067: Building Trust With Proper Phone Etiquette
Why everyone on your team should be trained in handling phone calls and how this sets a standard of service
The hallmarks of positive language and closed-loop communication plus why these concepts are essential to having great client conversations
How to handle a negative call with tact and the great opportunity a negative phone provides
Sample scripts to help you and your team begin developing your spa’s phone etiquette code
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