{"id":3816,"date":"2017-10-06T15:12:09","date_gmt":"2017-10-06T20:12:09","guid":{"rendered":"http:\/\/etereman.com\/remanu\/?p=3816"},"modified":"2017-10-06T15:12:09","modified_gmt":"2017-10-06T20:12:09","slug":"how-a-hello-can-help-your-business","status":"publish","type":"post","link":"https:\/\/etereman.com\/remanu\/2017\/10\/06\/how-a-hello-can-help-your-business\/","title":{"rendered":"How a Hello Can Help Your Business"},"content":{"rendered":"

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\nWhere I work, 90% of all customer interactions are on the phone. Whether they\u2019re looking to quote, buy, sell, return, or get some help, it happens on a phone call. And while phone etiquette and expectations seem pretty common sense, you\u2019d be surprised the impact even the smallest thing makes. Like the greeting.
\nI and a varied group of my colleagues known for in-depth phone call reflections were brought together in the form of a committee to review, analyze, and improve the phone calls we were all a part of every day in our job. We started by focusing on the greeting because not only was it simply at the beginning, but could set the tone for the entire conversation.
\nBut even with the amount of time I had spent listening to recordings of colleague\u2019s greetings, it never occurred to me that a bad greeting could actually cost someone business\u2026 that is until a couple weekends ago. I got a call from my buddy, Kyle. He had a flat and his wife was out of town. He called to see if I could occupy his one year old son while he put the spare tire on his Jeep. Once I got there, we discovered the situation was worse than he thought as someone had actually stolen the spare tire from under his Jeep. Not the end of the world, there’s always a plan B. So he did what most would do. He took out his phone and typed in tow truck to Google and called the first number that came up.
\n\u201cHello,\u201d the man on the other end answered.
\n\u201cUm\u2026 Hi. Google has this number listed as a towing company?\u201d Kyle responded, questioningly.
\n\u201cUh-huh.\u201d
\n\u201cOk, um\u2026 this doesn’t sound like a real business.\u201d
\n\u201cWhat kind of car?\u201d
\nThen Kyle hung up.
\nKyle had decided he wasn’t willing to give these guys his business based only on the poor greeting that he received. The hello wasn’t the end-all for him either \u2013 he had given him a chance to rebound and instead of getting \u201cYes! We are a towing company! How can I help?\u201d or \u201cSorry, it\u2019s my cell phone that’s listed on Google, yes, we are a towing company,\u201d or \u201cAbsolutely, do you need a tow?\u201d or \u2026. really anything else, he got \u201cUh-huh,\u201d and moved on to the next one.
\nThe next guy answered the phone \u201cSpeedy Peedy Towing, how can I help?\u201d and they got the job.
\nThe greeting is not the most informed, complex, or arguably most important part of most phone interactions, but our peer-based committee determined a great greeting that includes:<\/p>\n