The Power of "Hello"

One task that is universal for every administrative position is answering the phone. Whether it’s yours, your boss’s or a console for the entire office, how you answer that phone is the first impression the caller will have of the company. This brief encounter will in many cases determine whether they call back again or continue to do business with you. It is an awesome responsibility often regarded as mundane and a necessary annoyance that takes you away from more important work.

In my days in hospitality, we always had a script for anyone who answered the phone. Some were straightforward, others used catchy phrases that seemed sophisticated but on delivery were less than convincing. At one hotel, after the guest would complete their request, the person answering was supposed to say, “My pleasure.” While the phrase was very friendly, it lost something in the delivery depending on the employee, time of day and their energy or frustration level.

Whether you use a script or not, the tone of your voice has more to do with the impression you leave than the words. In that famous study by Dr. Albert Merabian, tone of voice accounted for 38% of a message’s effectiveness. On the phone, with no body language to observe, the percentage shot up to about 85%. The combination of the right words and the tone of voice are either a recipe for success or disaster.

This morning, I had to make an appointment to interview a famous fashion designer that has shops in Savannah and another city. His assistant explained that he was in his other shop and gave me the phone number and the name of his assistant who would be answering the phone. That information was like an introduction, since I was no longer expecting a nameless voice, but a real person.

When I called the other shop, I was greeted by the friendliest voice, simply announcing the name of the designer. Even though we were hundreds of miles away, I felt that she had stepped out over the digital signal, graciously shook my hand and invited me in to sit down. When I asked for the gentleman, she apologized that he wasn’t in the office, but assured me he would be interested in talking to me. It was the tone of her voice—relaxed, conversational; like talking to a friend—that put me at ease as well. When I thanked her by name, she jokingly remarked about how she never liked her name, and I told her one of my best friends had the same name. We chatted a little, and finally said goodbye. What could have been a short mission to set an appointment became a pleasant conversation with a new friend who took care of my needs as well. I have to call back tomorrow, and I will look forward to talking with Martha again.

Mary Nestor-Harper, SPHR, is a freelance writer, blogger, and workplace consultant. Based in Savannah, GA, her work has appeared in "Training" magazine, "Training & Development" magazine, "Supervision," “BiS Magazine” and "The Savannah Morning News." You can read her blogs at www.skirt.com/savannahchick, www.workingsmartworks.blogspot.com/ and on the web at www.mjnhconsulting.com.