Get The Message?

Boss Magazine

Michael Hutak
391 words
8 March 2002
Australian Financial Review

There is no master plan to success in business! Getting started is what really counts . . . even wisdom doesn't matter nearly as much as getting started.

Fred DeLuca, co-founder of the Subway franchise, from Start Small, Finish Big (Warner Business, $29.95)

VOICEMAIL HAS become pervasive, but still we fumble with its use - mumbling, slurring, omitting, rambling and losing valuable business in the process. Don't waste people's valuable time is the first mantra of business communication, says Manhattan business consultant Hilka Klinkenberg. She founded Etiquette International in 1989 and advises major corporations like Sony, IBM, Andersen, Con Edison and Salomon Brothers on all aspects of social and business etiquette. Klinkenberg lists her top 10 voicemail tips:

* Think about what you have to say before you pick up the phone. A series of "ers", "aahs", and "ums" leaves a bad impression.

* Don't just speak clearly, speak clearly into the receiver. Don't cradle the phone under your chin while shuffling papers on your desk. And stifle any background noise - radio, TV, screaming kids, office parties and so on.

* Never slouch back with your feet on the desk. Poor posture changes the position of the diaphragm, making your voice sound lazy and disinterested. Sit up straight.

* Identify yourself. Nothing is more infuriating than messages of the "Hi, it's me. Call me back!" variety.

* Leave your contact number at the start and the end of the message. And say it slowly. Here's a tip: Write down the number yourself as you say it. Chances are your recipient will have time to do the same.

* Avoid telephone tag team by leaving as much relevant information as possible. Your recipient can then return your call prepared with the information you were seeking.

* Conversely, don't leave long-winded details about your day's itinerary. No-one cares. Just tell us when we can call you back.

* When you do leave a time to accept a return call, make sure you are there to take it.

* Change your own answer message to advise when you are on holidays or otherwise unavailable.

* Never leave bad news on voicemail. It's not just inappropriate, it's cruel. Breaking up with a lover via voicemail may be a convenient way out, but remember: they know where you live.