Iโll let you in on a secret of business communication: speaking in a formal way doesnโt always make you sound professional.ย
In fact, dear sirs and madams, oneโs thoroughgoing and gratuitous reliance on the utilization of ostensibly pro forma linguistic habits can have the unintended consequence of causing said individual to stultify, obfuscate, and alienate.
See what I mean? Formality can sound dull, stilted, and old-fashioned. It can make you seem roboticโor like youโre overcompensating for a lack of confidence. And ultimately, it can push people away rather than drawing them in.ย
But you also canโt talk to every caller the way youโd talk to your best friend. Professional business etiquetteโbe it over the phone, in person, or via text, chat, or emailโis a delicate balance. It requires an awareness of context and a sensitivity to your audience.ย
You want to be friendly and make a personal connection. But being too familiar, too fast, can make callers respond like Stephanie Tanner.
For callers, overly casual translates to โrude.โ
What does proper business phone etiquette sound like? What does it take to answer in a way that sounds friendly, yet professional?
Itโs easier to answer these questions in the negative. Here are a few things not to say when picking up the phone:
โHey.โ
โSup?โ
โ[Name] speaking.โ
โYes?โ
โWhoโs this?โ
โWhat do you want?โ
Notice anything about these kinds of greetings? Theyโre all abrupt and unhelpful. Not only are they startling to the person on the other end, but they fail to provide any useful information for anchoring the conversation. The most weโre getting is a nameโnothing about what the answering party can do for the person calling.
The key to effective and professional business communicationโor any form of communication, for that matterโis to focus on the other person. Make them smile. Make them feel comfortable. Listen to them. Serve their needs. Treat them how youโd want to be treated.
Of course, this is easier said than, well, said. Etiquette doesnโt come naturally for everyone, and calls donโt always arrive at opportune moments. You may be busy, tired, stressed out, or flustered when the phone rings. You might panic and start overthinking.
Four tips for keeping business communication friendly and helpful.
Donโt worryโif youโve ever engaged in a conversation with a stranger, you know how to do this. The next time you get a call, pause, take a deep breath, and remember these four tips:
1. Enunciate and use standard grammar. This goes for every medium your company uses to communicate with customers, from phone calls to email to social media. It can be tempting to respond quickly with a โthx! ur awesome!โโespecially when you only have 280 characters to work with. Spelling out words completely and correctly and using proper punctuation is worth the extra time; your customers will appreciate the extra care and, more importantly, the clarity.
2. Stay positive. Expressive phrasing can make a huge difference in the tone of the conversation. โAbsolutely!โ and โCertainly!โ sound much more enthusiastic than โYeahโ and โSure.โ Youโre glad to have their businessโdonโt be afraid to show it.
3. Offer assistance. Keep on the lookout for additional ways to help. If youโre unable to do something, propose a different solution. โLet meโฆ,โ โIโd be happy toโฆโ and โIโll gladlyโฆโ are just a few effective solution starters.
4. When in doubt, think of Grandma. Hereโs a fun and useful mental exercise: think about what it would sound like if you added โGrandmaโ to the end of your sentences. โI canโt do that, Grandma.โ โWhat do you want now, Grandma?โ Yikes! Just writing it makes me want to call my grandmother and apologize.
Balancing formality and a casual attitude can be challenging, but remember: itโs all about your customers. Your job is to make them feel comfortable and create a connection. After all, people do business with people they like. Plus, if you can delight your callers, you might just find yourself starting to enjoy talking on the phone.
