Author Topic: A nervous newbie (Read 1763 times)

shulla · « **on:** 02 April 2009, 12:36:36 pm »

Hi everyone
I just started advertising a week ago and had my first phone call 2days after, when i answered the phone he asked if i was working and i said no as the house was in a mess and was in the middle of hoovering. When i finished the call all of a sudden i became nervous and excited, soooo my question is, is there a particular way on which to answer the phone ? what questions do you ask on the phone or when they arrive ? and whats the best way to to start things from opening the front door to the bedroom ?

Anika Mae · « **Reply #1 on:** 02 April 2009, 01:22:23 pm »

"Hello" works for me! And smile while you talk, if you ever recorded an answerphone message and thought it sounded horrible, it was because you weren't smiling.

I ask where they want to see me (not relevant if you only do incalls), when they'd like to see me and how long for, if there's anything they'd like me to wear or bring. If the booking is for another day I arrange for one of us to call the other closer to the time and confirm. I ask how I can contact them if I need to get in touch, if it's ok to leave voicemail etc.. And of course I do whatever timewaster and security checks the situation warrants.

Welsh Lass · « **Reply #2 on:** 03 April 2009, 11:05:42 am »

Hi Shulla and welcome,

Others on this site know that I hate answering the phone. I used to get in a right lather over it all.
I would echo Anika's advice and smile, honestly, it sounds so simple but it really makes all the difference.
I let it ring a couple of times, take a breath, morph into Joanna and pick up with a smile.
Sometimes I will 'Hello, Joanna speaking....' Or sometimes I forget and it's just a 'hello...' as long as I pitch my tone gaily, I am fine with the whole thing now.
If I get at all bothered, I tend to say, 'Hang on a sec, let me just move a bit, I am loosing my signal...' That gets me those few seconds to take a deep breath and compose myself.

The majority of callers know what they are looking for and the conversation flows very well. I have over time got used to dealing with the nervous ones and those that insist on saying, 'I am looking at your site now. How much is it an hour? What do you look like?' Honestly, You know, if they are looking at my site as they talk to me, why are they asking these things? Drives you round the twist!

Tell yourself that the caller is possibly nervous as well and if you take control of the call, you can't fail to come through it totally fine.

I have as well been in the middle of cleaning up and the phone has gone for a booking in an hour and I have told the caller that as long as he does not mind the fact I am cleaning today which means the place is not as tidy as it should be, I have no problem seeing him.... Normally I get told, 'I do not mind a bit of mess! See you in an hour!' Ha! Then it's down cleaning tools and run for a bath. Shove what I can in a room and close the door, I don't miss out on bookings anymore because the place needs a hoover, I won't give up the money for such a trivial reason. You do however, get used to cleaning up late at night just in case you get a call the next morning!

Good luck.
x

blondie1 · « **Reply #3 on:** 03 April 2009, 03:45:54 pm »

With regards to answering the phone, same as already posted. Re. from answering the door to the bedroom. Firstly, open the door with a welcoming smile (essential) and a "hi, come on in, nice to meet you" (or whatever welcome greeting you're comfortable with). I then offer a drink - tea, coffee, cold drink etc. Quite a few visitors will just ask for a glass of water - sometimes because they may have driven some distance and are thirsty and sometimes because they're nervous and dry mouthed - so I keep a bottle of mineral water in the fridge. You can usually tell which ones are eager to head straight for the bedroom in which case it's just a matter of "shall we go through to the bedroom". Otherwise, I'll ask them to take a seat, pass them their drink (make one for yourself at the same time, even if you don't particularly want one) and just sit down and have a chat. I'm quite a chatty type so I don't find that bit too difficult but if you're not then you may need to have something in mind beforehand to make it easier for you. It doesn't have to be too heavy - eg, "how was your journey?" (if they've driven to you), some comment about the weather (predictable/corny I know but if it's been particularly cold/hot/rainy/snowy its something to kick things off with). Give them chance to finish their drink then it's just the "shall we go through" bit. If they'd prefer to stay where they are for the timebeing they'll let you know. If they haven't asked where the bathroom is you may want to let them know at some stage. You'll also need to decide at which point you want to sort payment out if they haven't already handed it to you. You'll soon find your own way that you're comfortable with. I'd say just try to keep things as natural and friendly as possible and you'll be fine.

shulla · « **Reply #4 on:** 06 April 2009, 11:58:43 am »

Thank you all for your advise, it doesnt feel so daunting now

Thanks again x

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Author Topic: A nervous newbie (Read 1763 times)

shulla

A nervous newbie

Anika Mae

Re: A nervous newbie

Welsh Lass

Re: A nervous newbie

blondie1

Re: A nervous newbie

shulla

Re: A nervous newbie