Voice mail
Set a standard timeframe for returning calls.
Set a standard for team messages. For example:
Hello, it’s Monday, July 10th, and you have reached Joe Brown. I am in the office today so please leave me a message and I will return your call as soon as possible, or if you require immediate assistance, please contact Tom Smith at 416-999-9999.
OR
You have reached Joe Brown of The Brown Group. It is Monday, July 10th, and I am in the office but I have a number of meetings today. I will be returning messages after 4 p.m. today. If you would like more immediate assistance, please contact Tom Smith at 416-999-9999.
Decide when you will update your voice mail message (for example, you could change it daily, or only on holidays, vacations, or other special circumstances).
Make sure that you leave a vacation message stating the date you will return and who can help the client while you are away. For example:
Hello, you have reached Joe Brown of The Brown Group. I will be out of the office the week of July 10th returning on Monday, July 17th. In my absence, please contact Tom Smith at 416-999-9999 for assistance.
TIP: If you do not change your voice mail message on a daily basis, clients and prospects may wonder if you are in the office or if you have been checking your messages.
E-mail
Set a standard time frame for responding to e-mail.
Be aware of spelling, grammar and punctuation.
Attach an electronic business card (vCard) to provide the correct spelling of your name, your phone number, fax number and mailing address.
Team e-mails should have a consistent look, such as having the same team logos.
Use the “out of office” feature when on holiday. State the date you will return and who can help the client while you are away. For example:
I will be out of the office the week of July 10th and returning on Monday, July 17th. In my absence, please contact Tim Smith at 416-999-9999 for assistance. Thank you. Joe Brown.
TIP: E-mail may be the first point of contact with a client. Remember to use spell check. The recipient cannot hear your voice, so punctuation can make a message stronger, but be careful that this is what you intended. Using all caps comes across as screaming, so avoid that.
Faxing
Have a clear and professional fax cover sheet.
Create a standardized cover sheet for the team.
Incoming calls
Set a standard greeting. When answering the phone, you will want to be articulate and welcoming as you want clients to feel appreciated.
You do not have the luxury of shaking the person’s hand or smiling. Try and use the client’s name more than once – this should help them feel more comfortable.
Internet presence/websites
Post relevant information.
Ensure that the information is updated regularly.
Assign one person to control the website and ensure that you have a backup person.
TIP: Having a presence on the Internet creates an online relationship with your clients and prospects.
