A few days ago, a professional organization I belong to sent me an email requesting a phone meeting. When I replied that I would be open to that, they sent me a form to lock in a time and list any topics I’d like to talk about. Under “reason for the call,” I wrote, “I’m responding to your request for a phone call.”
When Jessica from the organization called a few days later, she asked, “How can I help you today?”
Surprised by her question, I told her that I agreed to the call because her team solicited the meeting.
She was confused. I was confused.
I asked if she could see my history with the group on her screen. After a few seconds of searching for my info, she said, “It looks like you’ve been with us since 2017.”
That’s all.
She couldn’t tell me what I do for her organization or that I’ve voluntarily contributed to nearly 50 articles on her company’s website during that time. She didn’t even acknowledge that contribution once I mentioned it. She didn’t tell me there are other benefits I could be taking advantage of as a member of her organization. And throughout this uncomfortable call, the volume and clarity of Jessica’ voice kept changing because she was on what sounded like a speaker phone in the middle of a large cave.
After she realized our call was about over, she asked, “Can I get back to you by email if I think of any topics we might discuss?”
Phone call score: 0.0
• Jessica wasn’t prepared to deliver any value, even though – according to my response via the email form – I was expecting her to bring a compelling reason for the call. As a result, it felt like she was just checking a box.
• She didn’t seem well-versed enough to talk about what her organization offers its members.
• And she didn’t think about how bad her audio might sound as she sat far from a speakerphone.
When many people are already hesitant about taking phone call these days, it’s important to be over-prepared for the opportunities you do have when connecting via the phone.
• Do your homework on the customer or prospect and keep that info easily accessible.
• Have more questions than you may need but be prepared to listen and respond during an off-the-cuff conversation, too.
• Use an upfront agreement, stating the reason and goals for the call, how much time the call should take and the next steps. Then, ask if your customer has any goals for the call.
• Deliver value. (New information or opportunities, tips, questions to consider, etc.)
Always leave your customers happy that they took your call and more than willing to take your next call.