Just to be perfectly clear, my name is Lydia. But, it seems that not only will telemarketers calling from thousands of miles away stumble over my name, but also inside sales people, the majority of whom have degrees in Business or Marketing or English, can't seem to manage my name.
Just to be perfectly clear, Lydia is a very old name. It was the country in the Middle East where King Croesus ruled and the first country to use money, rather than barter.
So, why do so many people have a problem with my name?
Don'tcha think that if someone is calling to ask for something, they'd bother to figure out how to pronounce the name of the person at the other end, uh, before
they get on the phone!?
The next kind of call which is even more common is where the "professional" calling requests to speak to whomever, usually me, by name (after I've answered the phone with my name) without identifying him/herself, the company they represent, or the purpose of the call.
Excuse me! Why should I want to waste my time or anyone else's time on a total stranger? What's with the subterfuge? Am I supposed to be more disposed to give them time? these are inside sales people who are following up on my having downloaded a white paper or registered for a Webinar, a warm lead. So, why am I being treated so disrespectfully? Is this how they've been trained to initiate phone calls? Have they even been trained?
The only people I know who are reluctant to reveal who they are and the purpose of the call are bill collectors. Why do I know this? Because I was a bill collector a million years ago!
So, if you're an inside sales person, employ inside sales people, responsible for training inside sales people, operate from a position of professionalism and integrity. Be proud of what you do and the information and resources you bring to the people at the other end of those calls. Introduce yourself, your company, and the purpose of your call, then ask for the person you want to reach, then ask that person if s/he has a couple of minutes to speak.
I will respect you and what you're doing and give you the time and attention you deserve.
That doesn't mean I'll buy!
Labels: customer service, integrity, professional, return on relationship, sales skills