Selling Your Library – On the Phone

I have a confession to make: I wasn’t always the sweet, gentle, polite woman that you know today.  In fact, while in college the phrase used to describe me was, “bold, brash, rude, crude and socially unacceptable.”  A lot of this was due to my telephone manner.  One of my favorite lines when picking up the phone was “City morgue: you stab ‘em, we slab ‘em.”  One day I answered: “Student affairs, would you like one?” only to be met with silence.  “Helloooo?” Pause.  Then over the line came: “This is the Dean of Students . . .”  The tone of her voice suddenly made me feel how gauche I really was.  I realized that I wasn’t funny, or even quirky.  I was just rude.

Now I know that none of you would answer the phone in such an idiotic fashion, but how you answer your phone, or the message you leave on your voice mail, may not come across as you intend.  It may seem like a mouthful, but when picking up the phone give a greeting, state the name of your library, and then give your name.  It doesn’t matter if the library is open or not, if you are answering the phone, you need to be professional.  You are, after all, representing the library.

Check the message you have recorded.  Call into the library when it’s closed and when no one will pick up.  Listen to your message.  What do you hear?  Be objective.  Is the voice pleasant and well modulated?  Do you give your message without awkward pauses, um’s or uh’s?  Do you provide useful information, such the library’s hours, or where to find your website?  Will people want to call back another time after hearing this message, or will they be put off by it?

You don’t have to be a brilliant public speaker to come across well in a phone message.  Write a script of what you want to say and practice it a few times before recording.  Work on making your voice engaging, not simpering.  Once you’ve made your new recording, listen to it.  If you don’t like what you hear, do it again.

Simple telephone etiquette may not seem like such a big deal, or even a way of marketing your library, but the impact of a poorly worded greeting or message can be immense.  Think of a time when you dealt with someone on the phone and you couldn’t wait to get off the line due to their unpleasantness!  Irate patrons calling in may be soothed by the dulcet tones of your greeting – you could turn the mood of a conversation even before they start talking!  Oh, and at the end of the conversation, wish them a nice day, sincerely.  Let the patrons leave your presence, even your phone presence, with a smile.

Have a nice day!