Every business owner dreads the story in the opening: a lost client, a missed opportunity, all because of a “little” misunderstanding at the front desk. But is the receptionist the problem, or is it our approach to phone training? Often, we rush through it, eager to tick a box and get back to work, leaving new team members feeling overwhelmed and underprepared.
The Power of First Impressions:
Remember, the phone is the first, sometimes the only, interaction a potential client has with your firm. It’s the voice of your brand, shaping initial perceptions and influencing their decision to choose you. So, why treat it like a mundane chore?
From Button-Pushers to Client Connectors:
Let’s shift our focus from technical training to human connection. Train your receptionist to be the “Director of First Impressions,” the one who welcomes inquiries with warmth, listens actively and understands that they represent the heart of your service.
9 Steps to Phone Training Success:
1. Slow Down, Train Up: Every call is a learning opportunity. Take the time to explain, coach, and empower your receptionist, not just assign tasks.
2. Script the Essentials: Develop scripts for common calls, ensuring consistent information and professional responses.
3. Voicemail vs. Message: Decide and clearly communicate your protocol. Is voicemail the norm, or do you prioritize personal connection with messages?
4. Call Logs for Clarity: Use call logs as intake sheets to ensure key questions are asked and information is captured accurately.
5. The Call-Back Promise: Implement designated call-back times to manage expectations and avoid leaving clients in limbo. (For a free call-back list template, email info@hiringandempowering.com.)
6. Interrupt Wisely: Define what constitutes an “emergency” call and train your receptionist on when and how to interrupt.
7. Knowledge is Power: Equip your receptionist with an “upcoming events” binder, empowering them to answer client questions directly.
8. Culture Counts: Train them on your firm’s values and mission. They should understand what clients hire you for and reflect it in their communication.
9. Document, Document, Document: Encourage your “Director of First Impressions” to document the phone training process, creating a valuable resource for future team members.
Investing in phone training is an investment in your firm’s success. By fostering a culture of connection, clarity, and empowerment, you turn phone calls into opportunities, building trust and confidence from the very first “hello.”
Let us help you unlock the power of first impressions. Book a FREE 30-minute discovery call today or email us at molly@hiringandempowering.com.
Remember, it’s not just about answering phones, it’s about building relationships.
