Person to person communication can be a bit nerve-wracking. If you’re a new salesperson, the first sentence of your pitch is the hardest. If you’re in customer service, trying to explain your company’s portal over the phone can seem impossible. Sometimes the problem is that you’re not sure if you’re working with a friendly audience: indifferent leads and irate customers aren’t going to make communication easier for you. But a large part of the problem is if you’re starting with a blank slate. Once you get started it’s easier to keep going, but that first step can make anyone hesitate. How can you make it easier?
Build a template for any communication that happens more than once.
Repeated tasks shouldn’t be a struggle to start, no matter what department they take place in. If it’s hard to send that first email or make the first call, people will find reasons to put it off. That’s why building a collection of scripts is so useful and save a huge amount of time. Employees can operate with certainty, or at least less stress, if they don’t have to worry about getting tongue-tied or getting the wording just right.
Good examples of standardized communication include:
- Answering the phone. Teach new employees the right combination of the company name, and employee name to make phone calls efficient. Standard communication also makes phone-based phishing schemes easier to detect.
- Emailing leads a sales pitch. If your company is reaching out to new potential clients, it’s important to find the line between customization and efficiency. So have a collection of standard pitch emails and teach your staff to select the best fit for new leads and add in a couple of custom details. It’s faster than starting from a blank screen, and it’s much more effective than a generic email blast.
- Answers about data leaks and outages. If something goes wrong with your data security or services, you’re going to get angry calls from clients. Create templates for what your employees should say so they don’t say something that can be misconstrued or used against the company.
If your employees need to go a bit off-script as the email thread or phone call continues, that’s okay. It gave your employees the right wording to communicate issues without causing new confusion or frustration. Your employees also don’t need to follow the templates every time; sometimes they work best as optional tools to get rid of stagnation. Go to Get Off The Wheel for more ways to streamline your business and make everyday operations easier.
Get off the Wheel Systems and Procedures for Greater Profits & Reduced Stress
By: Diane Gardner
This Book is for you IF…
You are an accountant, bookkeeper, or tax preparer with employees and one of the following describes you: