Phone etiquette that wins customers

In today’s fast-paced business world, your small gift shop phone is more than just a communication tool — it’s a direct extension of your brand. How you or your team members answer the phone sets the tone for the caller’s perception of your business.

Here are some tips to help you and your team answer the phone in a way that leaves a good impression.

Be polite and precise

Always aim to answer within three rings. A delayed response can signal disorganization. Start with a clear greeting, such as: “Good morning, this is Sarah with Blue Waters Gift Shop — how can I help you?”

"How you or your team members answer the phone sets the tone for the caller’s perception of your business."

Including the time of day sets a positive tone, adding your name makes you accountable and stating your business reassures the caller that they called the right place. If your name is long, shorten the greeting but keep the tone upbeat.

Use a professional tone

Even on a difficult day, it’s important to sound friendly and attentive. A flat or rushed voice can make your customers feel like they’re interrupting you. Speak clearly, avoid slang and keep your tone warm and respectful to reinforce professionalism and make the caller feel valued.

Smile as you speak

It may sound cliché, but people really can hear a smile over the phone. Smiling creates warmth in your voice and builds rapport. It signals that the caller is welcome and appreciated.

End on a positive note

How you end the call is just as important as how you begin it. Always thank the caller. This simple practice leaves the caller with a final impression of gratitude.

The way you and your team answer the phone is critical to creating the kind of positive image that makes people want to come and shop. With consistent practice, these small adjustments can have a big impact on customer trust, loyalty and your shop’s success.

Tom Borg is a retail consultant, speaker and author of “True Small Business Brilliance.” Contact him at:
734-812-0526, tom@tomborg.com, www.tomborgconsulting.com