Power Etiquette

Chapter 6

When You Speak

More than 75 percent of new contacts make their decision about whether or not to do further business with you during the initial phone call. Make that initial phone contact and all the succeeding ones, the very best possible. We use office phones, cell phones, conference calls, and speaker phones to get business completed. The person you talk with on the phone cannot see the size of your office, your office furnishings, or you. All their conclusions about you, your business, and your ability to deliver what you promise, are based on your voice and your words and how well they convey courtesy and respect. What kind of an impression do you leave when you speak on the telephone?

Your voice is your vehicle for communication. ...