Don't Blow It!

In today's digital world, even care providers might be tempted to take their eye off the ball when it comes to phone calls. But for many businesses, "sales" calls are still a crucial part of the process. And let's face it, even with more tech solutions emerging, for so many people seeking care, the phone offers a direct line to the help they need.

Add to this, ‘sales calls’ in the care sector are far more of a delicate interaction and how you answer that ringing phone can make or break your entire opportunity. 

That initial "hello" sets the tone for the conversation and creates a vital first impression.

Why it Matters

It’s sometimes easy to forget that a ringing phone is an opportunity. The person on the other end is taking the time to reach out; it's likely that they are feeling stressed and worried about a situation a loved one is currently in and whilst some will be more focused on getting facts and figures, many will need to share what has led them to picking up the phone. By answering professionally and engagingly, you show respect for their time and open the door to a potentially fruitful conversation, by being friendly, you are putting the caller at ease whilst illustrating the type of business you are. 

Here's a quick rundown on why that initial phone greeting holds so much weight:

• First Impressions: You only get one shot at a first impression, and that applies to phone calls too.  This is likely the caller's first experience of your organisation. A friendly, professional answer sets the caller at ease and makes them more receptive to your message. You should also consider any noise in the background.
• Building Rapport: The way you answer the phone establishes the tone for the entire conversation. A positive and enthusiastic greeting shows the caller you're interested in what they have to say.
• Professionalism: A sloppy or unprepared answer can make your company look unprofessional and disinterested. A strong opening conveys that you take your business seriously and value customer interaction.

How to Answer Like a Pro

So, how do you pick up the phone and turn that enquiry into a success? Here are a few tips:

• Every Call Answered: Avoid answerphones and taking messages. Your caller needs help now, aim to answer and offer assistance immediately.
• Answer Promptly: Don't let the phone ring endlessly. Aim to answer within three rings to show you're available and attentive.
• Consider noises in the background: we’re often working in open plan offices so be conscious of the impression those sounds will make.
• Put a smile in your voice: A smile can actually change the tone of your voice, making you sound more friendly and approachable.
• Use a Greeting: Skip the generic "hello." A proper greeting like "Thank you for calling Care Company Solutions, this is Shila speaking, how can I help you"  is much more professional.
• Be Enthusiastic: Let your voice project confidence and enthusiasm. People can pick up on monotone or bored speech easily over the phone.
• Listen: sometimes we are too quick to dive in and offer our thoughts on how our service can meet the person’s needs or simply “feature dump”. Make sure that you have really listened to what you are being told. 
• Repeat back to check for your understanding of the situation: This can really confirm to both the caller and the call handler that they have the right handle on what is happening.
• Show empathy where there is a connection: Most of us in the care industry are lovely, friendly and feeling people. It’s partly why we do the jobs we do and why we’re so great at them. However, we can sometimes get a little caught up in the intensity of what we do, and forget to be mindfully human when taking an enquiry.

By following these simple tips, you can ensure that every enquiry starts on the right foot. Remember, a positive phone interaction can be the difference between gaining a client or letting an opportunity slip away.

Does any of this strike a chord? There is a great deal more to consider. If you want to know more about how I can help you increase your success rates? Visit my website for more information or feel free to reach out through LinkedIn for an informal chat.