Forgive me if Im bursting a bubble, Steve said, but everone gets that
reception, no matter whos calling.
Oh!
When a Pain in the Neck Calls
But Steve, I protested when Id recuperated from the initial
diappointment that I was a victim of a technique and not a VIP,
what if the caller is unknown, a complete stranger? Surely your staffers
shouldnt fake they know the caller.
Of course not, Leil. In that case, I instruct them to show energy and
enthusiasm over the reason theyre calling. For exaple, suppose the caller is
a cable operator wanting to join our assciation. The caller would get a smile
and a sincere, Oh yes, Mr. Smith, Ill put you right through.
Yeah, but suppose the caller is selling office furniture? I challenged.
Doesnt matter, Steve said. The salesperson gets the same reception after
the staffer hears why hes calling. If my staffer says warmly, Oh, office
furniture! the caller feels good. And I find the salesperson is a lot easier to
deal with later.
I told him, OK, Steve, starting tomorrow morning, Im going to put that
Oh wow, Im so happy you called for that reason atttude in my voice.
The next morning, the first call was my dentists office. Ms. Lowndes,
this call is to remind you youre overdue for your simonth checkup.
Oh, of course, youre so right, I cooed. Im so glad you called. The
receptionist sounded surprised but very pleased at my reaction. I cant book
an appointment right now, I continued, but Ill call you as soon as my
schedule frees up. She didnt hasle me with her usual Well, when do you
expect that to be? She just hung up satisfied. (And I got what I wantedno
call from my dentists office for at least another six months.)
The second time the phone rang, it was a man who had ordered my tape
set calling to complain that one of the tapes broke. Oh my goodness, Im so
glad you told me about that, I said with the enthusiasm of having won the
lottery. The caller sounded a little shocked but obviously pleased at my
reaction. Of course, Ill get another set out to you and I hope you accept my
apologies. Caller hung up satisfied. (And I got what I wanted
How to Make Em Happy They Called You 239
his good will and word of mouth in spite of my tape duplicators
blooper.)
ooja
(Ooja)
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