Recently I submitted a request to get more information about a service through my bank. Within an hour I had a phone call from someone who wanted to discuss the service with me. Since I didn’t recognize the number I sent it to voicemail. I ALSO got an email (which we know I love) so I followed up the next day via email to ask how long the call would take. He replied the next day and said “I don’t know how long it’ll take, what works for your schedule?”

So that email got deleted and he won’t be getting my business. Here’s what- sure you don’t know how long the call will take. I may be a hot mess and ask a ton of questions and it’ll take an hour. But you have an idea of how long the average call takes. “Typically calls take about 30 minutes to go through all the services and answer your questions.” OR “Why don’t we setup a quick 15 minute call to get you the basic information and we can schedule more time if needed.”

“I don’t know” is not an answer, it’s an excuse to show you aren’t good at your job. Make it EASY for me to give you my business, not annoying. The next time you’re setting up calls make sure you have an idea of how long the call will take. Be respectful of that time, and pay attention to the engagement with your prospective client. Ask clarifying questions “how are we doing on time” “I want to be respectful of your time-I know we only blocked out 15 minutes and we’re getting close to 20, do you want to schedule a time to follow up?”

If you aren’t respectful of my time and resources BEFORE you have my business, why should I trust you’ll treat me well after you have it?

Is it true? Does anyone ever call you back when you leave a voicemail? No matter how compelling your voicemail is, I’d venture to guess they rarely get returned. And if they do, it’s because they need something from you and you have a relationship with them to buy something.
If someone leaves me a voicemail AND then sends me an email, I’m 95% more likely to respond to the email than call them back. It’s just the way I work. My voicemail is on my phone and once I listen to that message, if I’m not at my desk and at a place to return the call, it’ll be a week before I remember it’s sitting on my phone to return the call. My inbox has become my to do list – I have to make the decision to delete the email with or without a response. If I know you, or want your product or service, I’m more likely to respond. If you give me a good reason to reach out to you, I may just respond.
If you or your team members are calling on current, former or potential clients, make sure that you reach out to clients in the easiest way for THEM, not easiest way for YOU.
And feel free to ask your clients- do you prefer phone or email? Do you want one email with 10 questions or 10 emails with one question? Make it easy for customers to say yes, don’t make it easy for you to say it didn’t work.