Business Etiquette This book teaches individuals how to represent their

“Hi, this is Tom Smith. Call me.”
(Click)
Would you like to receive a telephone message such as
this? The problems with it are obvious. Aside from being
too abrupt (and therefore rude), there is no telephone num-
ber provided. More importantly, it lacks a real message.
What is the call about? What, if anything, should you
have ready when you return the call?
Rather than leaving a vague phone message, always
provide a reason for your call, even if it’s personal. This
allows the other person to prepare for the callback, thus
making it more likely that you will hear from him or her
promptly and lessen the possibility of your entering into a
game of “telephone tag.”
Here are more helpful hints for leaving a message that
is specific and ensures a timely response:
Š
Provide a brief but detailed idea of what you
are calling about: “I need to discuss the Rollins
account with you. Can we set up a meeting?”
or “I’m looking for that report you promised
to send me.”
Š
Give your message a time frame: “Can you give
me five minutes to discuss this?” or “I need to
get your marketing figures before our presen-
tation next Tuesday.”
Š
If you are trying to reach a prospective client,
include a “what’s in it for you” message:
“Please contact me so I can tell you how you
can save time processing orders.”

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Business Etiquette
Š
Add a teaser that will make the other party
want to return your call: “I may have found
the solution to your personnel problem.”
Š
Always leave your phone number! Just be-
cause you have talked to this person before
doesn’t mean that he or she has your number
immediately at hand. Save the other party the
time and effort of looking up your number by
including it with your message.
Tip #45
Tip #45
Tip #45
Tip #45
Tip #45
Get to the point when leaving voice mail messages.
Get to the point when leaving voice mail messages.
Get to the point when leaving voice mail messages.
Get to the point when leaving voice mail messages.
Get to the point when leaving voice mail messages.
Use voice mail economically, especially when you’re
leaving an update or an important fact. Respect the other
person’s time. Keep it short and sweet. (And remember,
some message systems operate with a time limit!)
You may want to “rehearse” your message ahead of time:
“Hi, Ellen, this is Brenda at 212-555-2222. Just wanted
to let you know that I got your message this morning.
I’ll call back this afternoon once I’ve had the chance
to go over your comments in detail.”
Tip #46
Tip #46
Tip #46
Tip #46
Tip #46
Explain the r
Explain the r
Explain the r
Explain the r
Explain the reason for your call.
eason for your call.
eason for your call.
eason for your call.
eason for your call.
How do you feel when you’re in the middle of an im-
portant, time-sensitive project at work and someone calls
to talk to you, seemingly about nothing in particular?
If you’re like most of us, you feel a bit of resentment
when you have to deal with such calls. So don’t make them
yourself! When contacting another person by phone, always
explain the reason for your call at the outset. For example,
“I wanted to set up a date to discuss our marketing plan
TE
AM
FL
Y
Team-Fly
®

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81
Sound Advice
with you.” Then ask, “Can you spare XX minutes to talk
about that?” By stating the reason for your call and then
asking for a specific amount of the person’s time, you’ll put
yourself at a business advantage. People will enjoy hearing
from 
you
more than from those callers who simply assume
they have time to talk about “whatever.”
Tip #47
Tip #47
Tip #47
Tip #47
Tip #47
Keep your cool with telemarketers.
Keep your cool with telemarketers.
Keep your cool with telemarketers.
Keep your cool with telemarketers.
Keep your cool with telemarketers.
That telemarketer won’t take no for an answer. (Let’s
face it, the person is 
paid
not to take no for an answer.)
Instead of engaging in a battle of words or trying to see
who can interrupt whom more dramatically, wait for the
next question and respond to it by saying, “I’d like to speak
to your supervisor, please.”
Once you’ve made this request, most phone reps will
realize that they’re obligated to put you through to the
manager. When you reach the person’s superior, calmly and
tactfully explain that you don’t want to be called again. For
example: