It Only Takes Seconds to Lose a Customer

Connect with the Customer Right Away

A study found that first impressions over the phone form very quickly, typically within the first 7 to 30 seconds. Research indicates that a complete impression is solidified within 30 seconds. Factors such as tone, voice quality, and the initial greeting set the tone for the entire call, making these initial moments crucial.

I’ve always emphasized the importance of how calls are handled in any business. When answering the phone, it’s essential to create a positive impression. A friendly, unhurried response like, “How can I help you? May I have your name, please?” is critical. Connecting with callers right away is vital, as it shows you care about their needs.

Slow Down and Make it Clear to the Customer that You are Listening

For the most part, you can usually tell when you’re speaking with a call center or AI on the phone. There’s a rushed quality about them that is hard to miss. To create a more personal connection, answer your phone in a way that makes it sound like you’re at the office, ready, and eager to help. For example, you might say, “Hey, it’s a great day at Mixon Storage! This is your on-site manager, Carol. How can I help you?” This approach lets the caller know they are speaking with a real person who is present at the location and willing to help.

Watch Your Tone

It’s important to convey a positive tone right from the start. If the employee on the phone doesn’t sound enthusiastic, it often signals that they don’t care about the conversation. People can sense when someone is just trying to get through a call quickly. You don’t need to see someone’s face to pick up on that—it’s evident simply through their voice.

Sometimes, this may be why customers feel like it takes too long to resolve issues. The initial telephone presentation often lacks a personal touch; it feels like the employee is just going through the motions rather than genuinely wanting to help the customer. We’ve all had that frustrating phone interaction.  I try to give the employee the benefit of the doubt, thinking they might be having a bad day. I attempt to work through the situation with them, but it shouldn’t be the customer’s responsibility to warm someone up.

Customers want to feel comfortable doing business with your company, and their first impression is crucial.

You Need to be Ready and Eager to Have a Great Phone Conversation

Answering the phone is part of your job.  However, if you feel you can’t do it properly at that moment, it’s better to let the caller leave a message. If you’re busy or unable to focus, take a moment to gather yourself, then call them back when you’re ready.

For example, if you’re feeling overwhelmed and have people in the office to assist, it’s okay to prioritize. While we would prefer you to take the call, if you can’t provide the customer with the attention they deserve, letting them leave a message is the best option. It allows you to respond when you can truly engage with them in a productive way.

We often talk about triage in this context. The person right in front of you should be your top priority, followed by the caller on the phone. If you’re already handling several other tasks, the person at the home office trying to call you can wait; they will understand when you explain that you’ve been busy when you call them back. They would rather hear that than know you’re rushing through customer service moments.

Give the Customer Your Best Foot Forward on the Phone

If you’re unable to get yourself organized and ready for a customer’s call, you could lose the customer in seconds.

Yes, you’re there to answer calls in the most effective way possible for the customer. That’s why what we do at SkilCheck is important; we aim to support employees by conducting evaluations that help them deliver effective presentations to customers.