The way we begin and end our conversations can be likened to the frame on a painting. If you have a Picasso with a ten-dollar frame, it will cheapen the master piece. The same holds true of the way we answer the phone and end our conversations. Your frame can give the picture of a world class company or run of the mill operation.

You are using a ten-dollar frame if you:
 Answer with ‘yeah’, ‘waz up’ or ‘why are you bothering me’
 Sound like you are half-asleep as you answer
 Begin your first question with ‘gimme’
 Yawn, burp or breathe heavy into the phone
 Are talking to someone else as you answer
 Forget what the caller says
 End the call addressing the person by the wrong name or ‘dude’
 Hang up without saying anything

Adding a world class frame to your conversation is easy!
1) Speak with energy and a smile on your face as you answer.
2) Use a professionally worded greeting that includes your company name or department, your name and “how may I help you today?”
3) When the caller explains what is needed, respond with a welcoming comment such as, “I’d be happy to help!”
4) Have your first question begin with, “May I have” and thank the person for giving you the information.
5) As the call comes to a close, address your customer by name as you ask, “Is there anything else I can help you with today?”
6) End every conversation with a sincere and friendly thank you or “Have a nice day.”

Today, choose to be a masterpiece. Your reputation and your company’s future depend on it.