SCORE Small Business Blog

Customer Service: How Will They Know I am Smiling?

Hi, to anyone out there who might remember me. I was a SCORE blogger from June through December 2008. I missed you all so much that they are letting me be a guest blogger for March.

Anyway, I called a local business the other day and was really sorry I woke the woman up. I called to make an appointment and later when I went to the location, I could see she wasn’t a happy camper. What I used to do was hang a mirror by every phone and ask anyone that answers the phone to look at themselves in the mirror and smile while answering. My premise was that if they knew they were smiling the person on the other end would know it also.

The process feels a bit strange at first, but try it — it really works. Answering the phone is the first contact your clients and customers have with you and your business. Take that extra step to make them glad they called. Question, though, how do you control the answering of cell phones? Do they help or hinder the smile and voice?

What do you think? Leave your comment below.

-Betty Otte, SCORE Orange County
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Discussion (4) Comment

  1. BettyVisitor

    Hi, Peggy: thank you for your excellent comment. Waking up to the phone is difficult – especially for us west coast people receiving calls from the east coast. Amazing how east coast clients forget about the 3 hour time change! Your process is a good one and not only works for the smile, but for the content of the conversation giving time to think through comments. Happy smiling.

  2. Betty, great post. You can definitely hear a smile and my goal is to be upbeat and open every time I answer.

    I work from home and don’t wake up answering the phone. I let it go to voicemail and return all calls when I can talk and sound alert.

  3. BettyVisitor

    Hi, Melodee, thank you for your kind words. It is always fun for me when I find SCORE clients try my ideas and find they work. Sounds a bit strange that you can create a mood like that over the phone, but is super possible. Remember SCORE is always there to help at Face to face and virtual.

  4. I love this post, Betty! As a Virtual Assistant, I talk to my clients on the phone quite a bit. My clients say they enjoy working with me because I always sound so positive and up-beat. That’s because I always smile when I’m on the phone. It makes such a huge difference!


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