Tips and Advice For Returning Calls

Your reputation is on the (phone) line

Returning calls

I’m writing this post because many of you have expressed frustration with the lack of respect shown by others not returning your phone calls. Some of you wanted tips, advice and a good scolding for the culprits. Our style isn’t to scold (okay, maybe sometimes). Instead here is our take followed by some image and etiquette advice.

You’re not alone

Several months ago, to follow up on some business etiquette training we had done for an accounting firm, I was speaking with their new managing partner. She expressed interest in my proposal however suggested that I connect with her human resources manager as this project fell under her mandate.

Voicemail snail

I’ve been trying to connect with her HR manager for months now. Every time I call I get her voice mail and so leave a detailed message as instructed, but I never get a telephone call back. Finally today was my lucky day, I reached her live.

“I’ve been so busy.”

She apologized profusely for not getting back to me explaining that she’s been very busy, had intended to return my call all along but life got in the way. I could have chosen any number of responses but decided to let her off the hook and make light of the situation. What good would it have served if I told her exactly what I thought?

So what do I really think?

We are all busy. Who isn’t, these days? But getting back to people in a timely manner is what professionals do. When you drop the ball and force others to constantly follow up, you undermine your professional credibility. We feel disrespected and lose faith in you and your professionalism. We would hesitate to recommend or promote you to others in our sphere of influence.

Tip 1 – If you don’t have an answer

When you don’t have an answer to an inquiry, it is still important that you respond. Don’t leave the other person hanging. Let them know that you’re looking into the matter and you will get back to them. That’s a mark of a true professional.

Tip 2 – Even if it’s bad news

For anyone in a business development role, this scenario plays out all too frequently. Many people would rather pussy foot around than be direct. How much better would it be if you put yourself in your potential prospect/client’s shoes, called her back to let her know you were considering the proposal but the timing isn’t right so to please call you back in 6 months.

Tip 3 – Be upfront

Respond and be upfront. II your response is a definite negative, just say no thank you. A speedy response has an impact on trust and your professional image.

Other Articles:

• Why are Business Etiquette Skills Crucial for Your Success.

Posted by Joanne Blake – the Canadian corporate image consultant and call returning etiquette maven