SBO’s Should Be Interested & Interesting
By Bill Willard on Sep 22, 2009 in Issue of the Week
The Issue: SBOs need to match professionally designed Websites with equally professional-sounding telephone voices.
What I Think: I’ve written in this space about grown women on TV/Cable with girlish voices losing a lot of their authority. The same goes for SBOs of both the popular genders who’ve taken the trouble of mounting a winning Web presence mentally straightening their ties and coming across as winners when speaking on the phone.
Example: We wanted someone to detail our backup car before putting it up for sale. Googling “auto detailers/Clearwater, FL” I selected the local vendor advertising the best prices, with positive “User Comments,” and who also had the best-looking, most user-friendly Web site. Making the phone call, I was put off by the dull, lackadaisical voice that answered (“hulow”).
Determining that I’d reached the right number, I went on to make an appointment anyway. I’d give this SBO’s Website an A-plus, but the owner’s phone presence? D-minus. And all had to do was sound positive and interesting…and interested in speaking with a business prospect! And it doesn’t matter that he runs the business part-time, as I’ve learned. It will be interesting to see how he comes across in person.
What Do You Think? Your comments are welcome. Have you registered?
Bill Willard is a freelance writer in Clearwater FL. He has been a high-impact writer and editor for over 30 years. In addition to his byline pieces, Bill’s beat includes ghostwriting and editing for businesses of all types and sizes, professional practitioners and individuals, and is a www.thefreestyleentrepreneur.com Contributing Author. Visit his Website: www.writergazette.com/WillardAssociates.shtml
Or contact him at billw15@tampabay.rr.com.
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Dan Aragon | Sep 23, 2009 | Reply
Bill,
I couldn’t agree with you more about this topic.
Going one step further for all SBO’s is to actually create a “phone answering script”. By answering the phone exactly the same way everytime it drives standardization in your product or service presentation and let’s your customer know they called the right place.
Bill Willard | Sep 23, 2009 | Reply
Good points. But I’m afraid the fellow I called is hopeless. He had to reschedule the appointment because his sister was having a baby, and he wanted to be there with them. I said, “Fine,” reset the detailing and congratulated he and his sister. He offered no response other than a grunt, and hung up! I guess he really is a “small” businessman in more ways than one!
Thanks for reading TFE, Dan, and your good comments! Yrs. Bill
Mack | Sep 30, 2009 | Reply
Really, very interesting text & business analysis. You have a nice blog. Keep it up!
Bill Willard | Sep 30, 2009 | Reply
Thank you!