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Written by: Gail B. Goodman
When calling prospects and clients with whom you already have a relationship - knowing that your are likely catching them in the middle of something, it's best to clear and purposeful. This is not a time to "wing it."
Say hello, identify yourself (as needed) and then say:
I’m calling for two reasons.
Many advisors have lost control of the conversation right at the beginning by using the standard greeting, “Hi, it’s Gail Goodman. How are you?” instead of the more effective “I’m calling for two reasons.”
Deadly, guys. Just deadly.
I’m hearing tons of stories about conversations that immediately get out of control. If you ask the overly vague “How are you” you are going to get involved in whatever the other person wants to talk about. Your call is not an invitation for a personal therapy session. But asking “How are you?” might get that result.
When you start out IMMEDIATELY with “I’m calling for two reasons.” you establish that there are two agendas for your call.
“The first reason for my call is to ask how your family is doing.”
You want to inquire about what’s going on in their household, WITHOUT opening up a Pandora’s box. Most of you know that I sign off my newsletters with Words Matter. This is a prime example of why.
By opening the phone call with two reasons for your call, the other person will limit how they answer the first question. Why? Because they are curious about the second item on your agenda.
Once you let the other person talk for a couple of minutes, you can gracefully say:
“The other reason for my call… “
And go into the rest of your script. (Yes, you need a script, folks. Stop ad-libbing.) At the end, when you’re asking for an appointment, you’ll be able to personalize it based on what you learned about this person’s household.
- It sounds like things are pretty hectic during the day. Would after dinner be a better time for us to talk?
- I know you’re working from home but would the morning or afternoon be easier for you?
- What is least hectic for you at this time – during the week or on the weekend?
- When is the best time for us to have 20 uninterrupted minutes?
An advisor made a very good point during a group coaching session. Many prospects and referrals don’t know we work on weekends and at night. We do not keep “banker’s hours” and if we don’t let people know our flexibility, we may be missing the ability to get a Mr. and Mrs. together -which continues to be a huge challenge. When you include evenings in your offer of an appointment, you let people know you will accommodate them. If you DON’T want to work evenings, let everyone know that as well.
Most clients prefer to see me in my office, where it is quieter and better for us to have a financial conversation. Which part of your week is the easiest – earlier or later?
You do not have body language to distract from your words when on the phone. Therefore, every word counts. Plan what you’re going to say, list the key phrases on a piece of paper, and then stick to what you’re supposed to say. Unfortunately, many people are going to monopolize your conversation when you open-endedly ask how they are. Keep the beginning of the call under control.
Remember: Words Matter!
Related: Requesting Introductions Gracefully and Respectfully