Here's how distinguish your business as one worthy of a customer's trust (and business).

1) Hire an operator to answer your phone. This promotes good will, shows that you have employees, and may cost less than the consequences of rotten service. If you must use an automated system, let callers reach an operator from the first menu.The key is to be readily approachable.

2) Make sure that the person who answers the phone sounds happy when someone calls. This sets the tone for the conversation that follows. A friendly greeting can lead to more sales.

3) Take care of the basics. Have the person who answers the phone state the name of your company and his or her name. This confirms that the caller reached your business and starts the call on a personal note.

4) Be accessible. If you have a small office, make sure that your voice line is always available to incoming calls. Avoid putting a fax machine on your phone line. Instead, buy a separate line; it keeps your voice line open and prevents callers from receiving a fax signal.

5) Appear like a real business. Instead of using a telephone answering machine, buy the voice mail service from your local phone company. This collects messages while you are unavailable or while you are on the phone. Also, use a land line phone instead of a cell phone because it sounds better and works all of the time. You want to appear like an established business, instead of someone operating out of a van in a parking lot.

6) Be respectful of others. That is, give the caller your undivided attention. Never interrupt a call to take another. (Your voice mail service will collect messages while you are talking.) Stop all other activity (such as typing or sorting papers) because the caller can hear it.

7) Return phone messages. Voice mail has caused an epidemic of rudeness that hinders progress and destroys trust. Return all calls. It is courteous and enables others to continue with their business.

Steve Kaye

Steve Kaye helps leaders hold effective meetings. He is an Certified Professional Facilitator (with the International Association of Facilitators), author, and speaker.

Since 1992 his innovative workshops have informed and inspired people nationwide. Clients include Avery Dennison, IBM, and Unocal.

His workshop topics include:

* One Great Meeting - How to plan and conduct meetings that produce results others will support

* The Human Side of Communication - How to win trust, earn respect, and establish rapport

* Winning Words - How to design and deliver presentations that inspire and impress people

* Behavior Styles - How to get along with others

As a meeting facilitator, he helps people obtain results that they could not obtain by working on their own. Read about examples on his web site.

He is the author of:

* The Manager's Pocket Guide to Effective Meetings

* Meetings in an Hour or Less

* 117 Tips for Effective Meetings

With a Ph.D. in chemical engineering and 20 years of experience working for major corporations, Steve specializes in working with engineers, scientists, and high tech professionals.

Call 714-528-1300 or visit his web site for over 130 pages of information (including program details, client guides, FAQs, cartoons, and more).