How do you answer your phone? - Virtual Assistant Forums

jeannedb · #1 (**permalink**) 03-25-2008

Most of my initial contacts are via email and maybe one-quarter are via phone. I haven't yet set up a second phone line, so my personal cell phone serves as my business phone.

I have it set up so it literally "tells" me who is calling (for those already in my contact list). For instance, if it's my daughter it will say, "It's Caitlyn, It's Caitlyn..." so I can easily answer with a comfortable, "Hi!"

So if my phone simply rings, I assume it's a potential client and answer, "Hello, this is Jeanne." Short and maybe not so sweet. Back in the old days when I worked in an office I'd say something like, "Joseph M's office. This is Jeanne, how may I help you?" Anything in the "how may I help you" realm just seems uncomfortable to me now since I'm not the assistant but instead, I'm the boss. (Does that make any sense?)

Do you think that's adequate? Am I over thinking this? Do any of you do anything differently?

My Office Zilla · #2 (**permalink**) 03-25-2008

I don't think you are over thinking it at all. First impressions are super important!

I think the answer depends on exactly what type of work you do...I provide client interactions since my niche has the potential to be very client focused while "on-site" for a couple days at a time and may defer their incoming calls to me as a form of back up. ("I'm out of the office until Friday. Please feel free to call my assistant...") That being said I don't want to toot my VA horn when I'm creating a seemless client support image for my client's clients. Make sense? Just a simple "Hello, this is Sundi." is my line of choice.

I'm sure you'll get tons of answers for this one but the most important thing is for callers to KNOW they've got the right number as soon as you answer.

Make it a great day!

Rebecka Melson · #3 (**permalink**) 03-25-2008

I usually just answer, "This is Rebecka" or "Hello, This is Rebecka". I know that is not the most professional way to answer the phone, but it is what it is. On my voicemail, it does state that they have reached Rebecka Melson with Virtual Business Services.

I also use my cell phone as my business number so if I am out somewhere where there is a lot of background noise or something I just let it go to voicemail.

I don't offer phone answering as a service.

sarova · #4 (**permalink**) 03-25-2008

I am similiar to Rebecka. I say, "Hello, this is Debbie". I also have a more detailed message on my phone when they go to voice mail. I presently use my cell phone as my business phone, too. I prefer to receive and give communication via email, for what I do it is more efficient.
Jeanne, this was a great question!

Gina Murray · #5 (**permalink**) 03-25-2008

I use Skype as my business line, because my cell phone has been personal way before business started. I answer my business line as Hello, MGM Virtual Office, how can I help you? When clients do call my cell phone I answer it the same. I feel comfortable answering my line that way.

What feels comfortable to you?

Gina Murray
MGM Virtual Office

SupportMyOffice · #6 (**permalink**) 03-25-2008

I just say this is Jenifer, Can I help you. I get a lot of wrong number calls on my second line and also a lot of sales calls.

On a side note, yesterday I had a man call and say "this is customer service for your office copy machine". I explained that we are a small biz and don't have one and he hung up on me. I wish his number had come up on caller ID because I would have called back and yelled at someone. To me this was bad business because some day I may have a copy machine and may be looking for service. This was a foot-in-the-door opportunity for this company and they blew it big time.

Prime Admin Solutions · #7 (**permalink**) 03-25-2008

I usually answer with "Oakville Admin, this is Julia". My voice mail tells people exactly when they can expect to get a call back. I've gotten great comments from people that they think it is great customer service. I have a business line so I can do this. I use our home phone for long distance call though since we are on VOIP and get free long distance.

jeannedb · #8 (**permalink**) 03-25-2008

Originally Posted by Rebecka

I usually just answer, "This is Rebecka" or "Hello, This is Rebecka". I know that is not the most professional way to answer the phone, but it is what it is. On my voicemail, it does state that they have reached Rebecka Melson with Virtual Business Services.

I also use my cell phone as my business number so if I am out somewhere where there is a lot of background noise or something I just let it go to voicemail.

I don't offer phone answering as a service.

This is nearly identical to what I do.

I don't offer any phone services at all. I'm not even particularly fond of the phone. In fact the gentleman that called this morning mentioned something about phone pbx service he's investing in. He was so busy telling me the direction his business was going in, when I first heard him mention it, I thought he was talking about a new system he was planning to install. After I got off the phone with him, I got paranoid that he might have actually been thinking about having me answer phones for him.

Luckily, I asked him to email me with the scope of services he's interested in (I always prefer it written by the client), so I will have that point clarified today.

jeannedb · #9 (**permalink**) 03-25-2008

Originally Posted by sarova

I am similiar to Rebecka. I say, "Hello, this is Debbie". I also have a more detailed message on my phone when they go to voice mail. I presently use my cell phone as my business phone, too. I prefer to receive and give communication via email, for what I do it is more efficient.
Jeanne, this was a great question!

Bingo! When it's written by the client, then there is much less chance of mistakes. You might need to have something clarified, but everything is right there.

When you're on the phone, you may not hear everything clearly etc etc. Email makes much more sense to me.

EmbracingLife · #10 (**permalink**) 03-25-2008

I answer all my calls with "Hello, This is Lisa". I use my home phone for business because frankly, I don't get too many calls on the home phone and my kid has a cell phone. So when the business launches to full capacity, I'll use the same number. I don't think I'll have to many calls. I like email, and I also make them fill out a job sheet for each new task to make sure they are clear and there isn't any confusion. But that's another issue.

Leanna Kalka · #11 (**permalink**) 03-25-2008

Originally Posted by SupportMyOffice

I just say this is Jenifer, Can I help you. I get a lot of wrong number calls on my second line and also a lot of sales calls.

On a side note, yesterday I had a man call and say "this is customer service for your office copy machine". I explained that we are a small biz and don't have one and he hung up on me. I wish his number had come up on caller ID because I would have called back and yelled at someone. To me this was bad business because some day I may have a copy machine and may be looking for service. This was a foot-in-the-door opportunity for this company and they blew it big time.

Well, unfortunately, you will get a lot of phone calls like that copier thing. It's just telemarketers calling businesses. It's done to several businesses and, unfortunately, again, unless you put your phone number on the "do not call register", you are going to get those types of calls continuously. They try to trick you into ordering from them. It's not very good business on their part, but that's what they do.

jeannedb · #12 (**permalink**) 03-25-2008

Originally Posted by SupportMyOffice

I just say this is Jenifer, Can I help you. I get a lot of wrong number calls on my second line and also a lot of sales calls.

On a side note, yesterday I had a man call and say "this is customer service for your office copy machine". I explained that we are a small biz and don't have one and he hung up on me. I wish his number had come up on caller ID because I would have called back and yelled at someone. To me this was bad business because some day I may have a copy machine and may be looking for service. This was a foot-in-the-door opportunity for this company and they blew it big time.

I don't think the copy machine call was legit. I used to have to field a ton of "toner phoner" calls when I was working full-time. It's a scam where one person will call trying to get information on your copy equipment (make, model, serial number, etc). Then later another caller will act as though he's from your copier company and offer to sell you toner at a "special" price.

Here's a link about it.

tildavirtual · #13 (**permalink**) 03-26-2008

We (My employee and I) answer "Good morning/afternoon, Tilda Virtual Services, this is Kylie/Beckie." If it's after hours I'll answer "Hello, this is Kylie" but I only answer if I feel like it.

vainparadise · #14 (**permalink**) 03-26-2008

I answer Hello, this is Dawn. My cell phone is my work phone as well.

Write Associate · #15 (**permalink**) 03-26-2008

I also use my personal cell phone as my business line, so if I don't recognize the incoming phone number, I answer with, "Hi, this is Tammi." Or something to that effect. Since I'm still employed full-time and there is a chance that one of my coworkers could be calling me, I wouldn't feel comfortable answering with my business name. Besides, I think answering with your name is professional enough. Just my two cents!