THANK YOU FOR CALLING………………….

Scenerio I: The studio phone rings…and rings…and rings….and rings…and rings some more. Finally, 5 people rush to answer because no one has answered the phone. Because these five people have all been interrupted from another task, they grab the phone and answer with the exasperated tone that says "I'M BUSY!!!WHAT DO YOU WANT!! ".

Scenerio II: Because you are trying to save money you decide to use technology to assist you and not hire a receptionist.The phone can be answered….and you can all continue to teach your lessons without interruption using a sophisticated answering system. This system can do everything: "Hi, thank you for calling, if you are interested in our class schedule press 1, our private lessons press 2, our party schedule press 3, introductory lessons press 4, if your calling for Sam press 5, for Mary press 6, for Louie press 7, for a Human Being to talk to press 8……..Hi this is a real Human but I can't reach you right now, leave a message and I'll get back to you, or if this is an emergency you can reach me at my cell number 222-333-5555 or fax 555-666-9999 or email me at goodlucktryingtofindme@aol.com.

I am in awe that so little attention is paid to something so important as how the telephone in a dance studio is answered, and by whom. This is one of the most key positions in a studio. Whomever is answering the phone in your school is the first contact to the public, and creates the FIRST IMPRESSION of how your business is run. Studio owners invest so much in advertising dollars to attract new business, then ignore who is making the first contact with a new client! You never know how long it took the person on the other end of the line to make that first call…..only to have it answered by a guff voice, or worst yet, an automated system that can't address their questions! Do yourself a great favor. Make sure your receptionist is properly trained in telephone etiquette. If you have a Manager, it should be only the receptionist and Manager who handle your information calls. If you have no receptionist or manager, then do all the calls yourself. If you find that is not always possible, then train ONE person to take calls when you are not available. Keep calls taken by an answering machine to a minimum during business hours, and make sure to return those calls promptly. Get the most out of your advertising dollars. Make sure whomever answers your business phone is friendly, courteous, knowledgable and helpful. Remember, you only have one chance to make a good first impression!

By John DePalma
Independent Studio Consultant
John DePlama Email Address

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