This policy outlines guidelines for phone etiquette when answering calls and taking messages within our small office. Effective phone communication reflects our commitment to professionalism, efficiency, and exceptional customer service.
Professional Greeting: Answer calls promptly and with a courteous and professional greeting, stating the company name and your name (if applicable).
- Good Morning, The Ranch Downtown
- Good Morning, BRC Brands
- Good Morning, Ranch House Designs
- Speak clearly, distinctly, and at an appropriate volume to ensure the caller can hear you.
- If possible, use the callers name after they state their name, (e.g. “Thank you Mr. Smith, just a moment)
- Be friendly and THANKFUL they are calling us. Phone calls mean business.
Promptly Answer the Phone (Within 2 rings or less)
- The phone should be answered within 2 rings or less.
- The receptionist at the front desk is the first person responsible for answering the phone.
- If the receptionist is not available or on the other line, any other administrative assistant should answer the phone.
- If no admin assistants are available, the VP, Administration will answer.
- If the phone rings more than twice, anyone should answer it.
Active Listening:
- Pay close attention to the caller’s inquiries, concerns, or requests. Ask clarifying questions to ensure accurate understanding before proceeding.
- Try to resolve their problem without passing it on to another staff member.
- If they have an urgent need, tell them, can they give you 10 minutes for you to find out the information and call them back.
Identification and Verification:
- If appropriate, request the caller’s name, company, and contact information to identify them accurately. (E.G. May I ask who’s calling?” / Can I get your name and phone number?)
- Verify the caller’s information by repeating it back to ensure accuracy.
Message Taking:
- Document essential details, including the caller’s name, contact information, reason for calling, and any specific requests or messages.
- Note the date and time of the call and the urgency level of the message.
- We prefer to get the clients email address if possible too so that our team can reply with any responses in writing.
- Messages should be assigned to the appropriate team member as a to-do in Basecamp for the next business day.
- If it is an emergency, it can be assigned by the same day.
- Always include the name, phone number, and email address of the caller.
- Very few people in the office take random unscheduled calls. This interrupts their scheduled work day and projects. So, it is very unlikely that someone would call and say “Is Rachel there?” and you immediately transfer them. This is the job of the receptionist or phone person to find out their question, and try to help them.
- Write down the call notes in the call log book.
Who takes calls and who works by schedule:
- Rachel – Works solely off scheduled phone calls. If something is urgent, say that you would be happy to speak directly with Rachel and get an answer for them if they would be willing to share the details with you. Or, pull up Rachel’s Calendly and offer to schedule a call.
- Authorized callers that get put through:
- Brandon Cutrer,
- Newgulf Elementary
- Iago Jr. High Staff
- Project Managers – Works off scheduled phone calls in Calendly. Same as above.
- Billing (Lynn) – Only takes calls if needed to take down credit card info. Receptionist may also take down the credit card info and deliver it to Lynn.
- Graphic Designers – Never take calls. The PM is the liaison between client and designers.
- Web Updates – Never take calls. Receptionist may take down the notes and get an email address for the client. Or, receptionist may instruct client to send the updates needed to updates@ranchhousedesigns.com. Written updates are preferred so that we can guarantee accuracy.
Transfer and Hold:
- If necessary, offer to transfer the call to the appropriate individual or department.
- If placing a caller on hold, request permission and provide an estimated wait time.
Caller Resolution:
- Attempt to address caller inquiries or concerns whenever possible, offering helpful information or directing them to appropriate resources.
- Some callers may be hesitant to share their question, but you can say things like, “I’d love to try to help you with your question if you’re willing to share it with me…” And then try to resolve their issue.
Professional Disposition:
- Maintain a calm, patient, and professional demeanor, even in challenging or frustrating situations.
- If a call becomes difficult, remain respectful and seek assistance if needed.
Phone Scripts Rather Than Saying “They’re Not In Right Now…”
When you have to tell someone they cannot talk directly with who they initially called for, we don’t want to say “they aren’t available”, we want to convey that they cannot take the call right now because they are working on a project and focused on that client and they can’t take a call right now.
NEVER Say:
- Let me ask who’s calling and see if she can take the call.
- It’s very unlikely anyone will take an unscheduled call. So, if you ask for their name then come back and say sorry she can’t take the call, it makes it seem like they aren’t important.
- She’s busy right now….
- She’s not here right now……
- If we say they aren’t here, or say they aren’t available, it makes it seem like we are never working. When honestly we are working like crazy, we just can’t take interruptions. So this is VERY important.
Good phrases to tell someone when you can’t transfer them to the person right away:
- She is working on a project right now, can I help you with something?
- She is in a meeting right now, can I help you with something?
- She is on the other line right now, can I help you with something?
- She is out today, can I help you with something?
- She is going to be in meetings pretty solid for the next few weeks, so I’m not sure when she will be getting this phone message. If you want to email her she usually replies very fast, or I can get your information and email it to her and I will call you back.
Always end with “Can I help you with something” so they will try to tell you what they need and you can help them.
Appropriate points of contact:
- Billing: VP, Administration
- Email Blasts: Project managers, via Calendly appointment or email
- New websites / logo designs: Sales reps by Calendly appointment
- Print Inquiries: Sales rep by Calendly appointment for new prospects, or via email for an existing client directly to their typical PM.
- Social Media inquiries: Sales rep by Calendly appointment
- TRD Questions: Take message, and assign message to TRD manager in Basecamp.
- Website updates:
- They may email their requests to updates@ranchhousedesigns.com
- Or, you can listen to their instructions over the phone, and write it down while you are on the phone with them, and email that to Updates@ranchhousedesigns.com.
Try to Book a Call Vs. Take a Message
The goal when someone calls inquiring about booking a new project with us is that we want to set up an appointment right then and there on the phone. That way there is less lag time between their initial inquiry and when I am able to get on the phone with them.
For example:
Client: “Hi, I’m interested in working with y’all on a website and logo project”
RHD: “Oh that’s awesome we would love to work with you on that. Our logos start at $600 and our websites start at $2000. The first step is to do a phone consult with one of our sales associates. Let me pull up their calendar and get a call scheduled for you!
You would then pull up any sales Reps CALENDLY LINKS (they’re on the RHD website under Book a call)
RHD: “OK I have her calendar up, this week she has appointments open on _____, _____, and ______.”
Then ask them what day they prefer, what time, etc.
Once you have decided on a time, book the time for the client by filling in their data on Calendly.
If they are not wanting to book an appointment right away on the phone, for example they are driving at the moment and don’t have the schedule handy, please take down their name, email, and phone number and email it to rachel@ranchhousedesigns.com so someone can reach out — But this is a SECOND CHOICE.
Project Managers Do Not Take Random Calls
We also want to use the same policy for any random or current client who calls for a PM or Designer. Like if a client calls and won’t give any indication on what he needed to talk to a staff member about, and then says something like “Just tell ABC to call me back when she has a chance”. The correct response is “OK, she only takes calls by appointment, so let me get something scheduled for you, so it is for sure on her calendar!”
The main thing clients need to know is that we can’t / won’t call them back unless there is an appointment. Otherwise the days are too hectic. In this case, try to get as much information as you possibly can, so that you can brief our staff members on what the issue is about. You can also say things like “If you are comfortable sharing the details of your call with me I can assure you I will get the message to her in an accurate and confidential manner…” or something like that.