We all know the theory of first impressions, and how they’re formed within the first 10 seconds and can be really hard to change or break. I’m not here to discuss the accuracy or the science of this theory, but rather to assume it’s correct and focus on a topic that affects every business person dealing with a customer – your greeting. I’ve been doing a lot of work in the sales space and have been reminded of the simple things that anyone can do to enhance their greeting. So, I thought it was a very appropriate time to share this with you because at the start of the year or when you’re coming back from a well deserved holiday, you run a very real danger of being a little flat as you get back into the swing of it and that will come across in your greeting to others!

Can you relate to this? The phone is ringing, and ringing, and ringing. You’re working on something important and the phone keeps ringing. You finally pick it up because no one else will. What’s the first thing that comes out of your mouth? Is it a cheerful “Hello!” followed by your name / company name? Or is it simply “Hello?” in a slow, uninspiring monotone?

Your greeting could be attracting new business and sales or repelling them based on the first few words you say to anyone over the phone or indeed face to face. Customers will feel welcome or unloved based on how you answer the phone. The impression your greeting sets will either be positive or a turn off, and I can tell you based on a recent exercise I conducted with professional services firms (accountants in particular), I was less than inspired by the greeting I received before I even introduced who I was. If I was a potential new customer I would immediately question whether I had dialed the right number. So I’m going to focus on inbound communication here.

When it comes to communicating in general, 93% of your message is delivered through your physiology (body language) and the tonality (tone, timbre, pace) of your voice. When you’re in front of someone face to face you have the greatest opportunity to make a powerful impression. It’s up to you as to whether that’s a positive one or a negative one. I’ll delve into face to face communication another time. On the phone, you can’t show the other person your gestures (which can be a good thing!), but they make a massive difference to your tonality and I think this is a much safer way to start honing your communication skills so here are some tips for you to think about.

Dress appropriately – even if you’re making calls from your breakfast bench at home, get out of those pyjamas, get dressed into suitable business attire and prepare as though you’re about to have a new client meeting. When I dress appropriately, I am far more effective, and psychologically “on the ball”.

Stand up straight – it opens the diaphragm and allows your voice to be used most effectively. I take all calls standing on my feet. In fact, when I’m on longer calls I move around, making gestures, and expressions as though I was sitting with the person on the other end of the phone.

Have a mirror in front of you when you’re settling in for a period of telephone work and watch your facial expressions. Are you smiling? Do you look happy or disinterested? It will reflect in your voice.

So smile! People are attracted to positive people rather than negative or flat people. People are more likely to buy and feel good about your business, if you have a positive vibe about everything you do.

Slow down – the average person thinks at up to 600 words per minute. Someone who’s excited will typically speak at 200-260 words per minute. When communicating over the phone, you need to slow down to 140-180 words per minute or you’ll find your message being missed by the other person. I naturally speak at a rapid pace and it’s not easy to slow down. What I found with myself was that when I did slow the pace of my speech, my message was more clearly received and understood. It’s great to get excited, just remember to channel that excitement into the tone of your voice rather than the speed at which you’re speaking.

Pause before answering – I can’t recommend this tip highly enough. You might be working on something that is frustrating you and the phone rings. How many times have you heard the “Hello?” in a grumpy, frustrated tone that makes you think you’ve dialed the wrong number? Before you answer any call, remember to pause, smile, stand up, take a deep breath and remind yourself that it might just be the biggest opportunity of your life on the other end of that phone. Treat every phone call this way!

So, here are a few reminders to make your phone greeting a little more effective. People often ask me how they can stand out in a highly competitive environment. Do the simple things and the little things and you’ll stand out in a big way. Change your greeting and it’ll have a massive effect on the relationships you build and the image you portray. So many business people are hopeless at it which gives you a massive potential advantage if you’re prepared to do something about it. Best of all, it’s free!

Build massive momentum!