Easy phone calling strategies

easy_buttonDo you have a nagging little voice in the back of your head that tells you that you “should” make customer phone calls?

Do you dread picking up the phone?

You know it’s important, yet phone calls are one of the hardest parts of a direct sales business.

The secret to making customer phone calls easily is to create a habit.

What is a habit?

A habit is a regularly repeated behavior pattern that happens without having to make a decision to do it.  For example, do you “decide” to brush your teeth each night?   No, you don’t decide, you don’t think about it, you don’t worry about it, you just do it. And you do it regularly.  And, because of that, you are successfully chewing your food at mealtimes!

How much stronger would your business be if you made customer phone calls as easily and as consistently as you brushed your teeth?

How to create a habit of making customer phone calls

All habits have three characteristics in common.

  1. There is a cue that reminds you to do the behavior.  Getting ready for bed is the cue to brush our teeth.
  2. Every habit includes a routine or set of behaviors that are repeated each time.
  3. The behavior results in a reward or positive reinforcement.  The reward for brushing your teeth is the clean feeling you have in your mouth.

To create a habit, decide upon a cue, set up a routine and identify a reward you will give yourself.  Here is an example of a customer phone calls habit:

Cue – Eat dinner.

Routine – Walk to office, pull out Flash Cards and list of people to call, put headset on  and make phone calls.

Reward – Watch TV

To create your own Customer Phone Calling Habit follow these easy steps:

  1. Decide when you will make your calls – do it at the same time each day or the same time each week and link phone calling to another habit in your life.  For example, make calls every night after dinner, or each afternoon when the kids do their homework or every Tuesday and Thursday when the kids are at hockey practice.
  2. Prepare ahead of time
    1. Create your list of customers to call prior to the time you plan to make the calls.  Make your list very specific and include names, phone numbers and why you are calling them (e.g. answer questions about the products they purchased, thank you for coming to the show last week, hostess coaching, etc)
    2. Collect all the materials you’ll need.  For example: Phone Calling Flash Cards, customer contact notebook or database, computer or a pen, your headset, etc.
  3. Decide on your reward.  For example: push the “That Was Easy” button your desk, stand up and cheer, watch TV, listen to music, read a book or go for a walk.
  4. Commit to making your customer phone calls by making a public declaration.  For example, do one or more of the following:
    1. Call your husband at work and tell him when you are making calls that day
    2. Write it on the family calendar or put a note on the refrigerator
    3. Announce it to your kids (e.g. “I will be making customer phone calls while you are at hockey practice today.”)
    4. Announce to your family that you won’t ___________ (fill in the reward you have set for yourself) until you make your customer phone calls.
  5. Do it — make your customer phone calls when you say you will.
    1. If you hear a voice in your head undermining your decision, then repeat the following affirmation to yourself over and over again as you approach the phone: “I’ve decided to do this and I’m just going to do it.
    2. Have a success ritual you perform before you pick up the phone.  For example, stand up, put your shoulders back, and state “I am committed to providing exceptional customer service” in a strong voice.
    3. Make a minimum of one phone call.  Make more if you like, but don’t “force yourself” to make too many at first.  To begin with you are building up your customer phone calling habit.  Once the habit is established, you can gradually ramp up the number of calls you make each time.
  6. Reward yourself.  Always give yourself the reward you have planned.

Repeat this process over and over and you will find yourself with a powerful Customer Phone Calling habit that will transform your business and make customer phone calls as easy as brushing your teeth!

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