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particular, if you are dealing with suppliers who are mak-
ing money from your business, yet you are bearing the
greater burden of the telephone costs, you need to rectify
this. Any phone conversations that last longer than five
minutes should be at the expense of the party who stands
to profit most (or to be more precise, eventually gets paid)
as a result of the call.
Suppliers of a product or service should recognize that
it is their responsibility to assume the long-distance calls
that may result in business for them. To ensure that this
happens, request a callback when you place your initial call,
being sure to specify a call-back time. For example, “I will
be in the office between 2 p.m. and 4 p.m. this afternoon.”
There are other approaches, of course. Countless com-
panies have installed 800 numbers for their customers’ con-
venience. Still others will back up these techniques by
providing you with a toll-free facsimile number when facts
and figures or special messages need to be communicated.
But if the company you’re dealing with has not yet changed
to a more cost-effective system, then you should tactfully,
yet firmly, ask your contact to return your call and spare
you a long-distance charge. For example, you may say, “Jim,
I’m afraid this call’s going longer than our accounting de-
partment would like. May I ask you to call me back this
afternoon between 1 p.m. and 3 p.m.?”
87
Sound Advice
Tip #53
Tip #53
Tip #53
Tip #53
Tip #53
Use Caller ID pr
Use Caller ID pr
Use Caller ID pr
Use Caller ID pr
Use Caller ID properly
operly
operly
operly
operly.....
File it under “Intimidating Experiences of the Modern
World”: You place a call, you’re listening to the phone ring,
then the person on the other end of the line picks up the
phone and, before you can say a word, addresses you by
name, explains that he has to run off to a meeting, and asks
when you’re going to have those reports you promised to
deliver.
New technology can be both a blessing and a curse.
Caller ID, which was devised to help screen phone calls, is
subjected to frequent abuse by its users and can create con-
fusion for those who are calling when they are greeted be-
fore having had the chance to identify themselves. This is
not just disconcerting, it’s rude!
Proper Caller ID etiquette means that you use the de-
vice to prepare for a call by identifying its source. It is not
meant to be a game of “one-upmanship,” which can, in fact,
backfire when the caller on the other end of the line does
not coincide with the screen name you have for the incom-
ing phone number.
Thus, two potential problems exist when Caller ID is
misused:
1. The caller may be thrown off guard when he
or she is addressed by name at the outset.
2. The caller and the screen name may not be
the same person, thus getting a telephone
call off to an inauspicious start.
To avoid confusion and to demonstrate your profes-
sionalism, answer the telephone properly! Use Caller ID
only as a means to screen and prepare for calls—rather
88
Business Etiquette
than as a means of showing off your new high-tech gadge-
try. When you reach for the telephone, bear in mind that it
is a tool, not a toy!
Key point summar
Key point summar
Key point summar
Key point summar
Key point summaryyyyy
Make sure you ask before putting the caller
on a speakerphone.
Follow correct procedures when setting up
conference calls; make sure someone is in
charge of setting dates, verifying participation,
and ironing out any kinks that may arise.
Let the people who field calls for you know
what you’re doing.
Know—and plan to avoid—the most common
missteps committed on the phone.
Avoid abusing the patience of fellow travel-
ers when making calls on the road or in the
air.
Keep away from beepers that “sound off.”
They’re annoying.
Avoid excessive personal calls while you’re on
the job.
Develop a personalized, direct, and profes-
sional greeting for your voice mailbox.
Know when
not
to answer the phone.
Make a point of checking voice mail and e-mail
regularly.
Leave enough information in your phone
messages.
89
Sound Advice
Don’t ramble on while leaving a message in
someone’s voice mailbox.
When you reach someone directly, explain why
you’re calling.
Avoid pointless conflicts with telemarketers.
If you don’t want to hear from this company
again, ask to speak with the manager.
Follow up in writing when appropriate, and
don’t ask for business cards over the phone.
Dealing with customers? Speak slowly enough
to be understood, and pace your remarks to
the conversational speed of the other person.
Handling a lot of calls? Smile as you do so.
Let tough callers know you understand.
Understand when, and how, you should ask
for a call back.
Avoid playing “games” with Caller ID—it’s
rude and unprofessional.
90
Business Etiquette
TE
AM
FL
Y
Team-Fly
®
91
Cubicle Protocol and Time Management
Chapter 5
Cubicle Protocol and
Time Management: Func-
tioning Well in the Office
91
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