Tag Archives: cold calling

Cold Call Snafu

Surely you want to talk with this guy!

Surely you want to talk with this guy!

Those of us who cold call as part of our sales strategy know how difficult it can be to get that prospect to answer the telephone. I keep track of such things, and my personal average is a live person in only 7% of calls. I typically leave a message, and I feel especially gratified when a prospect actually returns the call. It’s rare, but it does happen. I received such a return call yesterday evening. I was on I-635 in Dallas headed westbound towards home when my cell phone rang:

Me: “This is Jeff, how may I help you?”

Caller: “This is Jan Brady.” (I changed the name. I had a crush on the real Jan Brady as a boy. Might as well pretend I spoke with her on the phone!) “My receptionist gave me a message that you called while I was in a meeting this afternoon. I don’t know who you are, but she felt I should return the call.”

Crap. The name rings a bell but I sure as heck can’t place the company she’s with. I made almost 50 calls this afternoon. And to make matters worse, I’m moving at 70 miles per hour and she is talking very fast, so of course I didn’t catch her name when she first said it. Buying time and hoping she’d say the name of her company I continued.

Me: “I’m sorry, I didn’t catch your name. Would you mind repeating it and letting me know who you’re with?”

Caller: “It’s Jan Brady. I live in Dallas and I own a business here. You called me. Do you not know who I am?”

Double-crap. No. I don’t.

Me: “Ma’am, I’m so sorry. I’m in my car and I don’t have my notes in front of me. What company are you with?”

Caller: “This is a solicitation call, isn’t it. My receptionist knows I don’t take solicitation calls and this is why. I’m just one of hundreds of names on a list to you; you have no clue who I am, do you?”

Me: “Ms. Brady, I represent IMA. We are a regional insurance brokerage firm, and we help our clients mitigate their total cost of risk. I am actually very selective about the companies I choose to contact, and I wouldn’t have called you if I didn’t think that we might be able to add value. I apologize for the confusion. You see, I have my office phone set up to automatically forward calls to my cell so that I don’t miss a client if I’m out of the office when they try to reach me. It’s part of the way I serve my clients, and I mean no disrespect.”

I figured it was best to be succinct in my honesty; perhaps I could salvage this call.

Caller: “I have no interest in speaking with you. Remove me from your call list.”

Click.

Of course, I have replayed this call time and again in my head. I’ve banged my head against the proverbial wall. I gave myself a good cussing out. When I arrived in the office this morning I checked my call list from yesterday afternoon and found Jan Brady. I removed her from my call list – for now. And, first thing this morning, I turned off the automatic call forwarding feature on my office phone.

Some day, when Ms. Brady is a client, I’ll relate this story and we’ll share a good laugh. Until then, back to the phones.

On My Mind: Cold-Calling and RSVP’s

I have a couple things nagging at my brain as I enjoy lunch at my desk this afternoon. Here goes!

Cold-Calling

I think telemarketers have one of the toughest jobs in existence today. Let’s face it: nobody really wants to talk with a telemarketer now, do they? Especially the ones that call in the evening, precisely at dinner time, seeking to sell that home security system or that spanking new life insurance policy. Years ago, around 1989 or thereabouts, I took a second job as a telemarketer for the Houston Ballet. Our job in the Ballet call center was to sell season tickets for the next ballet season to attendees of recent Ballet performances. They provided their contact details on information cards completed at the performance, which at least implied permission to contact them. I came close to closing one sale, with the call center supervisor looking over my shoulder and whispering his encouragement, but in the end the customer had dinner on the table and it was getting cold – no sale. That was one of the most grueling nights of my working career; I went home and did not return.

Surely you want to talk with this guy!

Surely you want to talk with this guy!

My role in commercial insurance sales today also involves telemarketing. I’m not working from a call center, but from my desk. The objective is to contact executives at prospective client companies and secure a meeting during which I can introduce my firm’s insurance and risk management capabilities in hopes of one day winning them as a client. Having recently converted from a buyer of these services to one who is now selling them, I remember what it was like to get those sales calls. Like many of the people I try to reach today, I would often let my voice mail system answer calls from numbers I did not recognize or from caller ID’s I simply didn’t want to talk to. Truth be told, my first client was won after a cold-call telephone conversation, so while I don’t necessarily enjoy the process, I do it because it’s necessary. I just wish more people would answer their phone; we are really quite good at what we do!

RSVP’s

Photo credit: www.seshrm.org

We’ve lost some elements of good etiquette in our modern society. I’ve noticed the last few times I’ve sent invitations to an event that a large percentage of the invitees don’t bother to RSVP even though one is requested. Why is that so difficult? Somebody thinks enough of you to invite you to an event and you don’t even have the courtesy to turn them down? Worse, when they follow up to see if you are coming you don’t reply? What’s up with that? Come on, people, show some respect. When you receive an invitation to a party, a dinner, a business function, a shower, a wedding, a child’s birthday party or whatever – please have the decency and respect to offer the host or hostess a prompt RSVP. End of rant.

With that, it’s time to get back to the phones. Enjoy your Tuesday!

RSVP Photo credit: seshrm.org

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