Jon Carson Consulting - August 2019

August 2019



My Daughter’s First Cold-Call at Age 15

“The second part is enthusiasm and caring,” shared Clare. She told me she is proud of her referral and recommendation rate of the company’s clients via the phone. Additionally, she is equally pleased with how they respond to, “I don’t know how you feel, but I understand.” Clare explains that this part of the script helps “make the customers feel important and like we care about them.” One of our training mottos is this: They will not remember what you say. However, they will remember how you make them feel. “Dad, I love it when we make a customer or even a prospect feel important and like we really care,” Clare commented. With her mastery of the phone system, my current fear is that I will be working for Clare in the near future! Together, my daughter and I created an acronym that might be helpful for your team that answers the phone or makes outgoing customer-care calls. C.L.A.R.E C are and express compassion for the customer or prospect. L ove and own your script. A ttitude is everything. “I think I can. I know I can. I did it!” R elate to how the person on the other end wants to be communicated with. E nthusiasm goes a long way over the phone. Act enthusiastic, and you’ll be enthusiastic!

Are you training your director of first impressions?

Most people who have Clare assist on the phone at their business think answering and making calls come easy for her. “She’s a natural,” they say. Perhaps her least favorite comment is, “Clare is just like you, Dave!” On the contrary, the opposite is true for Clare when it comes to picking up the phone. “I remember when I made that first customer-care call for Allied Business Solutions,” says my now 19-year-old daughter, who is a sophomore in college. “I was so scared. I knew I was going to make a mistake or mess something up.” It’s interesting when I tell my customers about Clare mastering our phone system at such a young age. They seem shocked at how a 15-year-old could pick up the system so fast. I asked Clare, “What is the secret to mastering our phone system? Or better yet, what was the turning point for you to master it?” Clare replied, “The first secret is confidence. The script gave me confidence in knowing that I can deal with anything that happens on the other end of the phone no matter what the customer or prospect might say to me.” Clare worked this summer as the director of first impressions for Meridian Automotive. “When I came back from my summer trip and started making calls again in July, I could tell I was rusty. You have to own the script.”

By the way, Clare does make appearances for training if it fits into her busy college schedule. If we can do it, you can do it!

-Dave Tester


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