A manager hires a new worker and can’t wait to get her started.
He gets her settled in her new office, orients her to the restrooms, coffee maker, supplies closet.
A few minutes go by.
He returns to ask her: “Have you made any phone calls yet?” “Let’s get you into the rhythm of talking to our prospects.”
“OK,” the young, new, eager team member says.
“Would you like me to stay here and watch?” the high-pressure manager barks.
“Well, I don’t know,” whispers the now-trembling newbie.
“I could listen over your shoulder. OK, how about I wait just outside the door so I can hear? Would that be alright?” announces the imposing manager.
“Sure,” says the now beaten-down worker.
Not a true way to boost confidence in a new team member.
A better way: let this young woman’s unique and special talents and gifts shine. There’s no one ‘right’ way to interact with a customer over the phone. Yes, there are some tactics and techniques to keep in mind. Know the product, pricing; be familiar with your ‘offer’ and how it should be positioned. Most importantly, however, be genuine, personal, honest and real; this is something that no script or ‘lurking’ boss can teach.
If this manager wanted this new hire to get the sense for how he makes calls to prospects, have her listen in on another line as he dials a few people. This is showing, not telling.
And yes, this actually happened; it’s not fiction.
Until next time,