By Dana Phillips.

I have heard many people express frustration about not having a voice-to-voice conversation with their customers, hosts, and consultants. Here is an example of one person’s challenge:

I’m struggling to connect with people on the phone – I’m getting texts, but the last couple of weeks, in particular, no actual person-to-person connections via phone. This is causing me some grief with getting people booked in for parties and also with handling cancellations/postponements. Does anyone have any tips or “texts” they could share for getting people booked in via text, and the same with saving a “cancellation?”

Sound familiar? I face the same “text-o-mania,” and I have three suggestions to get a voice-to-voice or face-to-face conversation. Remember who you are trying to call. Making conversation can be difficult. Sometimes you feel shy, or maybe you do not have much in common with the other person. Remember, others might feel the same way about connecting with you. Make every conversation about the person you are reaching. Use sincere compliments and open-ended questions and create a relationship environment where the person longs to hear your voice.

  1. Express communication expectations. An ounce of prevention is worth a pound of cure. Let people know the best way to reach you is voice to voice. Ask permission to call them. “When would be a good time to call you to run something by you?” To a team member before they sign up, “We work virtually and don’t meet at an office. We must connect voice to voice sometimes. Are you willing to have a conversation with me?”
  2. Pre-empt text cancellations. When you set an appointment or party date, state, “Cancellations are by voice only. With so many texts, I need to hear from you with a phone call if you are unable to … (host, meet, attend). Is that okay with you?”
  3. Manage your beliefs. We live in a digital world with lots of access. One thing I realized was that when my teenage grandchildren want to talk to me, they use messenger. At some point, I realized that if I wanted to engage in meaningful dialogue, I had to adapt to their way of “talking.” Keeping that in mind, I also invite them for a face-to-face with zoom, Facebook video chat, or some other face-to-face communication.
  4. Improve your voicemail skills. Have you listened to your voicemail messages? Make yours memorable. Be sure to ask them to call you back and how late (or early) they can call you.
  • Keep it brief: No voicemail should ever be longer than 30 seconds.
  • Be easy to call back: Leave your phone number clearly (don’t rush). And say your name, company, and phone number twice if possible.
  • Say their name: I like to say their first name twice during voicemail messages. People tend to enjoy hearing the sound of their names.
  • Be upbeat: This is more important than anything. No one will want to call you back if you sound bored, tired, angry, or nervous.

Make every conversation about the person you are reaching. Use sincere compliments and open-ended questions and create a relationship environment where the person longs to hear your voice. I would love to hear from you. What do you do to get more voice-to-voice conversations?

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