Ring, ring…there’s no need to be rude!
I once worked with a man who hated cold callers…he would pick up the phone and soon the interrogation and expletives would follow. He seemed to get off on this little power trip, shocking the caller into submission and making those around him embarrassed and uncomfortable.
No-one appreciates unsolicited calls, especially those made to your home or mobile, but at work you expect there to be ‘enquiries’ and the occasional sales pitch. It can be frustrating if you are trying to work or racing to meet a deadline but ultimately that person – probably low-paid and working in some soul-sapping call centre – is another human being just trying to do their job.
Is it so hard to be polite? Surely a ‘no thank you’ is sufficient, unless you’re bombarded by a company that won’t take no for an answer.
As a PR consultant, I inevitably send out press releases which prompt ‘invitations to treat’. Depending on the sector and the nature of the titles, particularly with trade press, these are frequently picked up by sales teams. Gone are the days of big advertising budgets and the bulk of media sales being through display advertising. Today’s media work differently and a news release can prompt a series of commercial offers to publish your news item.
When you are distributing content across many titles, it is clearly salient to request offers via email only. Despite this however, some sales reps will contact you by phone. Yes, it can be time consuming to take these calls and sometimes inconvenient but patience and politeness can pay dividends.
Sometimes a phone call can lead to the development of good working relationships. Made at the right time, for the right reason, they can lead to a meeting of minds.
I recall one such call from a design agency when I was working ‘in house’ managing a marcomms team. The caller was pleasant and polite. I gave her the time of day and kept the company’s details on file. A few months later I was preparing a marketing campaign and invited a small number of agencies to take part in a speculative pitch. That company was included, won the job, and subsequently became a trusted supplier that I used many times, as I moved from job to job.
Now that I am running an agency myself, most of my calls are from media sales reps, but engaging in a little polite conversation can still create some great working relationships. Some may be practical – a discounted late offer or digital alternative – while others lead to an improved understanding on both sides, introductions to editors, requests to contribute to thematic features, round table events…things which will directly benefit my clients.
Some are topped and tailed by pleasant conversation that allow two people to get to know each other a little better and make the day run more smoothly.
Of course, sometimes these calls come at the wrong time…but there’s no excuse to be rude. Despite attempted rebukes, Mr Potty Mouth never changed his ways…fortunately, I no longer share the same workspace.
If you’d like to talk to me about marketing, PR or design services, give me a call. I promise I won’t swear at you!
