In the 1990’s BT coined the phrase “it’s good to talk”. The campaign went live with the likes of Maureen Lipman & Bob Hoskins. BT hit the nail
on the head. What a marketing genius and how very apt almost 20 years later this phrase would be, we are at a time where
people’s now last resort is to pick up the phone and make a call.
I gave a presentation about Credit Control and the
benefits of making those vital and much needed calls. One of the slides that came up was of Maureen Lipman in the BT advert with
“It’s Good to Talk” emblazed on the graphic. There I stood, looking at the slide with a big smile on my face and when
I turned around to continue with the presentation, it seemed that nobody
‘got it’. Maybe I should have used Bob
Hoskins instead!?
Electronic technology is now considered the norm and for
many the No 1 preference for communicating; emails, text, answering social media posts, messenger, What's App, Twitter..... The art and ability of conversation is disappearing, the
fear people have of picking up the phone ever increasing. Many are no longer comfortable or confident
on the phone. Calls are now listed as
one of the least enjoyable tasks to be done and considered as one of those jobs
that will get put off where and when possible.
I posted on my personal Facebook page the other week after
overhearing a girl say how much of an inconvenience it was when her parents
called to speak to her. Her normal communication with them was a quick text. My heart broke, what I would
give to be able to pick up the phone and talk to my parents again. Don't get me wrong, I am not anti electronic devices and when my parents were alive we did text each other on occasion, but it was rare. We talked. I miss those calls.
While on that note, another thing to keep in mind is that many of the older
generations do not have access or know how to use electronic devices. Possibly have just a
landline. Spare them a thought. Silence from loved ones is an awful thing for those that are lonely.
I was a PA and would rattle the phones I would say for 90% of my communication. An email would be sent as a summary of what we’d discussed where and when required. Why would you send an email and then wait for a reply, sometimes for days, when you could have the answer possibly instantly by picking up the phone, talking to who you need to talk to, and probably both
of you answer any other queries in the same conversation? Using electronic communication for the vast majority of your conversations is creating you more work and delaying results with not getting the info you need in a timely manner. Email tennis, why do this?
Picking up the phone, it’s not wasting time. It’s about you and your client building a strong relationship, developing a
better trust, respect and understanding for each other. Make the time to show that you value your client and their business, that you
are interested in them and how they are doing. I have found clients naturally want to engage with me and ask me more about my business and what other services I provide or
people I would recommend for services I already use. Because of the calls made, my clients are at the front
of their customers mind when payment run is due, when order renewals are due,
with future business opportunities and they are likely to be recommended to other
potential new clients. I am an enhancement to your business. I have opened and keep open that communication channel. There is no awkwardness, any issues are spoken about with ease, questions and queries answered quickly. Business continues.
Conversation is an art. Quality communication matters. What is so
scary about making a call? Why do people
avoid picking up the phone for professional and personal calls? I know people that feel like it will ruin
their day if they need to physically or verbally engage with people. I love talking to people, learning about them
personally and professionally. People
are interesting, funny, compassionate, real. Life stories both personal and professional are fascinating.
TNT. I love this
phrase. It’s not explosive, or is
it? I saw this phrase in an article on
LinkedIn last year; Tiny Noticeable Touches. Picking up that phone, making a
call, talking to your clients can make a whole load of difference in many
positive ways and in today’s climate, it most definitely falls into TNT. From the calls TNT can be reciprocated
marking occasions such as a work anniversary, birthday, wedding, an illness. Get you and your brand heard.
So, pick up the phone. Nobody is
going to bite you, there is absolutely nothing
to be scared of. Remember the other person at first may feel just as awkward as you receiving a call
out of the blue, but you’ll both soon get into the swing of it. Stand up when you make the call, smile while
talking, move around if you can. Don’t
feel isolated or restricted.
I would really like to get people talking again, and I think this is a very valuable message for many.
I can help anyone who would like assistance
with being comfortable on the phone, getting that person talking naturally and
with confidence. I am happy to come
along and do 1-2-1 or group sessions. I would be really interested to hear your views on making calls, your experiences, your feelings, and if it is something you are going to make more of an effort to do.
Remember, "It's Good To Talk".
If your or any employees would like me to come in for
training with confidently talking on the phone, please get in contact.
https://www.sbcreditcontrol.com/contact
LinkedIn: Tiny Noticeable Touches: I Can no longer locate
the original post I refer to in this blog, but interested do a search, lots
there are a few other TNT blogs and articles out there.
The Campaign: BT “It’s good to talk”.
https://www.campaignlive.co.uk/article/its-good-talk-story-behind-campaign/938629
