Ray's Rules of Communication

I remember attending a workshop by a "phone coach" years and years ago at a NAILBA Annual meeting. He was very entertaining and much of his information was spot on and useful. Some of his tips I use to this day (and will mention below). Some of the tips below were manifested in this misshapen gourd of mine. Remember, in this ever increasing de-personalized, techno-world we're in, those with the personal touch that can use communication tools to their advantage, will have an edge.

Here we go:

• Use a Signature in emails. Make sure it includes your name, address, and ESPECIALLY your phone number. Why? Today, most potential clients will save your emails even if they don't put you in contacts. It's an easy way for them to access your contact info. But more importantly in this era of "smart devices", if a Smart Phone User taps on your signature's phone number - they can call you without having to use their touch pad! With more and more clients and prospects using their cell as their communication hub, it allows for easy call back.





• End the Phone Tag Game. If you've gone more than one iteration in this oft frustrating endeavor, take the bull by the horns and specify on you voicemail when you'll be available. Do not just say "Give me a call back". Rather, say something like, "I'll be in the office from 2 to 5 this afternoon, and back in at 10 in the morning". Granted you might still get a voicemail but at least you've got a fighting chance of connecting.





• BCC on Broadcast Emails. Nothing reeks of unprofessionalism than a multiple CC to business connections. Many of the people you're sending an broadcast email do not want some or all of the others knowing their email address. YOU may not want everyone knowing who else you're emailing. Having gobs of visible email addresses is just not good. BCC is the way to go.





• It's Caller ID Stupid. Now more than ever, prospects, home office jokers and others are able to hide behind Caller ID. They see your phone number coming in, and they conveniently don't pick up. This can be frustrating. When possible, call another extension and have the other party transfer you to the person you're trying to reach. They will be more apt to pick up if available. Deceitful? Underhanded? Maybe. But sometimes marketing is not pretty. And, sometimes you need an answer - now!





• Email to Answer Voicemail. It's frustrationg to have to sit around wondering if a person got your urgent voicemail. The good communicator with be sensitive to that. When you receive a voicemail that you just can't get around to returning - flip a quick email back to the sender telling you receive the v/m and will get back to them. It's a considerate thing to do. They will appreciate and understand they've not been lost in a black hole and are on your radar screen.

Communication is key. In marketing. In Underwriting. In Policy Service. In Life. Don't be a techno-nebbish. Take control of the stuff that's floating around in your communication universe. Little adjustments here and there can pay big dividends.

(don't forget to check out this blog's archive on the right side of this column. There are some real gems there, if I do say so myself!).