When making a business call, whether it’s cold or warm, I’ve learned to always ask for the person’s time before bothering with whatever I have to say.
I find it a professional, and a polite thing to do.
But it’s a surprising easy question to mess up.
Word Choice
For one thing, the words you use matter. For example, if you say “Did I reach you at a good time?”, it immediately begs the question – when is a good time? There is never a good time.
Conversely, you can’t ask if it’s a bad time (even worse “Are you busy?”). It’s always a bad time.
So what I say is “Did I reach you at an OK time?” and most people, being reasonable, submit to me that yes, it is an OK time.
Tone
Another important aspect of the question is tone. If I sound at all scripted, I can almost hear the person on the other line shut down: here we go, another annoying sales call. To avoid this, the question must come out naturally – not too fast, and not too confidently. It has to sound genuine.
Sentence Structure
How you position the question also matters. For example, if you say “Hi, this is Joe Shmoe calling from such and such, did I reach you at an OK time?” it sounds almost too pushy. I find that it turns people off because they can’t honestly answer that question. OK time for what? If I don’t give them an idea of why I am calling before asking that question, I am implicitly suggesting to them that they are about to be sold to. In fact if you use this form, the most common response that you’ll get is “OK time for what?” which puts you in the defensive position.
Instead, I try to give a hint as to why I am calling “Hi, this is Joe Shmoe calling from such and such. I am following up with you from such and such a conference. Did I reach you at an OK time?” or “Hi —. I was referred to you by John Doe. Did I reach you at an OK time?”
Of course, this forces you to have a reason to call. What if you are cold calling? What if there is no conference to mention, and you are not callilng on a referral? Just a straight cold call? I still try to condense the purpose of the call “I am calling regarding [insert topic]” or “I am calling to follow up on my emails”. I find that almost anything is better than not giving them a heads up as to why you are calling.
At least these are the things that’ve worked for me. What do you guys think?
