When you review your list of phone calls you have made to prospective
clients, you note these initials, or similar codes, that you wrote beside
numerous names every month: HCB (He’ll call back) and SCB (She’ll call
back). But do they, without additional prompting from us? Often they do
not.
So we wonder, “How can I increase the percentage of prospects who
return my initial phone call?” After eight years as an entrepreneur, I
have discovered a few strategies that stimulate callbacks. Here are the
tips that work best for me, whether I am leaving a voice mail message or
talking to the office gatekeeper:
ONE: More than once, state the name of a prominent person who referred
you. Open the call, not with your own name (“Hi, I’m Bill Lampton"), but
with the referring party’s name: “Harley Smith suggested that you might be
interested in hearing about my services.” Then close with, “As I said
earlier, our mutual friend Harley Smith prompted me to call you.”
TWO: Mention a specific point you want to talk with them about. “I’ll
appreciate the chance to hear your feedback about the bid I sent you last
week.”
THREE: Mention how the call will benefit them. “When you return my
call, I will explain how my services can improve your company's employee
morale and customer service at the same time.”
FOUR: Suggest a specific date/time: “I will be in my office tomorrow
morning between 9:00 and 12:00, and I hope you get an opportunity to call
me then.” This suggests that a returned call in that span won't initiate
long-term telephone tag.
FIVE: Give the recipient the privilege of setting the preferred
date/time: “I’m going to give you my E-mail address now. Will you please
send me a short message, mentioning what day and time are convenient for
us to talk? I will keep my line clear for your return call then.”
SIX: Promise to keep the return call brief: “When you return my call, I
promise to take no more than three minutes of your time. You can hang up
if I’m not finished by then.”
SEVEN: Confine your message to three or four sentences, even with a
receptionist. If the executive assistant or voice mail message identifies
you as longwinded, you are less likely to get called back.
EIGHT: Say something that connects you with their organization: “I know
your company quite well, because I did an internship there during my years
at the university.”
NINE: Give your phone number at the start of your message and again at
the end. If the person missed jotting it down the first time, she has a
second chance without replaying the message.
TEN: Say, "In case it's better for you to return the call after hours,
here is my cell phone number." This doubles your access, and indicates you
give service beyond closing time.
Having shared these tips, I will ask whether you are enjoying
return-call success using strategies I haven’t mentioned. If so, please
share them with me by E-mail. Like you, I remain open to any legitimate
approach that strengthens my business.
Bill Lampton, Ph.D., “Helps You Finish in First
Place,” through championship communication and maximum motivation. He
wrote a popular communication book, Change Your Communication, Change Your
Life! Check his Web site:
www.ChampionshipCommunication.com Call Dr. Bill Lampton: 770-534-3425. E-mail him:
drbill@ChampionshipCommunication.com
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Phone: 631-467-8883.
When you review your list of phone calls you have made to prospective
clients, you note these initials, or similar codes, that you wrote beside
numerous names every month: HCB (He’ll call back) and SCB (She’ll call
back). But do they, without additional prompting from us? Often they do
not. 
