When you meet new people and enter into new relationships, what do you notice?  Do you notice the clothes they wear in different settings? Do you notice the first email they send you?  Do you notice the amount of time it takes them to respond to your first email or phone call? Do you notice how they interact in the first meeting you’re in together? The fact is, you intuitively notice many things that, when combined together, form your opinion of them.

I learned early in my career that there is no other impression you can make on someone more important than the first impression. The school of hard knocks taught me that if you don’t make a positive first impression, you seldom get a chance to make a second impression, especially in sales.

As a Realtor there were countless little first impressions I focused on making that, when combined together, made me stand out from my competitors.

When I broke down all the actions I could take to make a positive first impression, my list was long.  Here are a few I always focused on:

• I arrived at my prospective client’s home five minutes early.
• I rang the doorbell at the exact time of the appointment.
• I dressed in a suit and tie, looking my best.
• I offered a friendly greeting along with a welcoming smile.
• I intentionally showed an interest in the unique things people had in their homes, including their pets and children.
• I focused on making equal eye contact with both the husband and wife.
• I left a professional marketing book, highlighting my services for them to review between appointments.
• I sent a hand-written, thank-you note after my initial appointment.
• In my phone conversations, I spoke with a smile and a friendly tone.

Every little thing I did during the entire sales process created a first impression on a prospective client. From the car I was driving to the way I handled myself in the follow up call, everything was a first impression. I am convinced that all of these little first impressions when added together played a valuable role in placing me in the top 1% of 1% of all Realtors.  It is the same philosophy that has allowed me to excel in my various endeavors.

I want to challenge you to start being aware of all the little first impressions you are making on people.  Remember, these tiny impressions when combined together form your personal brand, ultimately influencing every part of your life.

Let me encourage you to make a list of all the first impressions you are making on the people who are important in helping you achieve your goal.  To give you a headstart, here is a list of ten.

1.  The first email you send. The first email someone receives from you makes an impression.  How is it formatted?  Is the tone friendly?  Is the message clear?  Is it concise?  Has it been proofed?

2.  The first time you greet someone. Do you smile?  Do you make eye contact?  Are you friendly?  Do you repeat their name? Is your greeting warm and welcoming?  Do you initiate a handshake?

3.  The first time someone sees you. The way you look leaves a big imprint in someone’s mind. What clothes are you wearing?  How much make up do you have on?  What do your shoes look like?  Is your hair neat and are your nose, ears, and eyebrows trimmed?  It all matters.

4.  The first time someone sees your car. While the car itself will certainly be noticed, the cleanliness of the car—both inside and outside—will draw attention.  I have never met anyone who took pride in their work, but not their car.

5.  The first time you engage in a meaningful conversation with someone. Is it all about you?  Do you listen with interest?  Do you talk non-stop?  Do you ask questions showing an interest in the other person? Do you use inappropriate language?

6.  The first time you are faced with a challenge. How do you react? What is your process for addressing the situation?  How do you treat others involved? You can be assured everyone will be watching.

7.  The first time you interact with a waiter or waitress. The way people treat the waitpersons tells me a lot about how they treat people.

8.  The first time you are involved in a group conversation. How someone interacts with a group of people, from their listening skills to the eye contact they make with each group member is recognized.

9.  The first time you have a phone conversation with someone. How do you answer your phone?  What is your phone energy?  Do you listen without interrupting?

10.  The first time someone hears your personal cell phone greeting. Don’t think your voicemail greeting isn’t a big deal.  It’s your conscious choice of how you want to brand yourself to every caller.  Does your voicemail greeting properly reflect how you want to be perceived?

I’m sure you could list many more first impressions we make on people. Each of these little first impressions will play a defining role in everything from your relationships to your career.  To improve the first impression you make on people, let me encourage you to read the related posts below.

Start focusing on making your first impressions count, while at the same time becoming the person who is consistent with the brand you are creating for yourself.  As you strive to become the person you need to be to achieve your goals, you will begin to make many positive first impressions without even trying.  They will become part of your standard operating procedure.

Don’t ever allow yourself to think something doesn’t matter.  Everything matters.

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About the Author: Todd Smith is a successful entrepreneur of 29 years and founder of Little Things Matter. To receive Todd’s daily lessons, subscribe here. All Todd’s lessons are also available on iTunes as downloadable podcasts. (Todd’s podcasts are listed in America’s top 100 podcasts.)

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Sometimes Five Seconds Is All It Takes

Throughout my career I have had countless people ask for a small block of time to pick my brain. In literally 90% of these conversations, they spend more time talking than listening. I would often get off the phone thinking, there’s another person who can’t shut up and listen to advice without having to say something.

In fact it’s rare to find people who really understand how to take advantage of our time together. Yesterday I had a telephone conversation with a man I had never met. By the time we got off the phone I found myself beginning to admire a guy I had never talked to before. Why? Because he listened intently and asked good questions. Sounds so simple.

Not really. The same day I had a conversation with Darren Hardy, the publisher of Success Magazine. Darren took his valuable time to give me some advice about a decision I needed to make. And what did I find myself doing? Talking. Interjecting. I became one of those people who drive me crazy.

I got off the phone totally disappointed in myself. Why did I feel the need to interject and comment? Was it ego? Was it my inability to keep my mouth shut? Was it that I felt I needed to agree by sharing a related story? What was it?

While I still don’t know the answer, I made the commitment that from this day forward I am going to shut up and listen. When people take their valuable time to give me advice and help me grow, I am not going to say boo until such time as there has been a two second pause. Not boo.

How about you? Do you think you can do it? Will you join me in making the same commitment? If you accept my challenge, then say, “I do” right now.

85% of our learning comes from listening and you can’t listen when you are talking.

About the Author: Todd Smith is a successful entrepreneur of 29 years and founder of Little Things Matter. To receive Todd’s daily lessons, subscribe here.

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People who are indirect in the communication of their messages tend to hint at things, give mixed messages and avoid getting to the point. It’s as if they expect people to be mind readers. What they don’t realize is that their failure to communicate effectively is undermining their ability to build relationships and advance their lives personally and professionally.

In preparation for this lesson, I asked myself, “Of the thousands of people I have worked with in my career, do I know anyone who has been successful who rambles on in their communications?” And guess what?  I could not think of one person.

While concise communication is important, we need to be careful that we are not so direct that people view us as abrupt or unfriendly. A significant component of becoming successful both personally and professionally is learning how to communicate your message in a personable and friendly manner, while at the same time being clear, concise and direct in your message.

People who are able to combine the “likability factor” with good communication skills tend to be more respected. This foundation enables them to build more meaningful relationships and bring more value to the market.

I wish I could tell you that achieving this balance is easy, but it’s not.  It requires an intentional effort and even then it’s difficult. But I can assure you, it will be time well spent.

Being clear and concise in my communication is something I work on EVERY day.  I think about it with EVERY email I type. I think about it with EVERY comment I make on a social media site. I think about it in EVERY blog post I write. I think about it EVERY time I conduct a training and I think about it in EVERY business conversation I have.

I even think about it when I place a pick up order at our favorite local restaurant. Perhaps the only time I don’t think about it is when I have a casual social conversation with my family members or friends.

There is no doubt in my mind that my detailed attention to how I communicate has played an essential element in my personal brand and in my market value.

I want to challenge you to start being aware of ALL of your communications and consider how you can most effectively convey your thoughts in a clear, direct and friendly manner.

Starting with the next thing you type, ask yourself the following three questions:

• “Is it friendly?
• Is it clear?
• Is it concise?”

When you next engage in a conversation, ask yourself the same three questions:

• Is it friendly?
• Is it clear?
• Is it concise?

As is the case with all of the Little Things Matter lessons, mastering them requires an intentional effort.  It begins with one attempt, then the next, and one after that, with each experience building on the previous.

Going the extra mile brings the greatest rewards. Why? Because so few people are willing to do what it really takes to consistently be their personal best.

Once you begin to focus on the quality of your communication, you will immediately see improvement. But your ultimate success will come as a result of the compounding effect of the daily attention paid to effective communication.

Successful communication requires a balance of skills. Be clear and concise but be likable in the process.

About the Author: Todd Smith is a successful entrepreneur of 29 years and founder of Little Things Matter. To receive Todd’s daily lessons, subscribe here.

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Here are five more tips.

6. Speak With a Confident Tone—Whether you realize it or not, you are presenting your personal brand every time you have a conversation with someone. If you want to brand yourself as a self-assured professional, then you need to sound confident but not so confident that you sound arrogant.

Before people will buy anything you have to offer, they must first buy you, and they won’t buy you if you don’t present yourself as a confident person. If you want to move up the pay scale in your career, you must be a person who presents yourself as being self-assured, yet humble.

Think of the most successful people you know and consider how their confidence is subtly conveyed in their oral communications. Then compare how they sound to the people you know who are not successful. I’m confident you’ll recognize the difference.

7. The “Two Second” Rule—Yesterday I had a phone conversation with a man who did not let me finish my sentences. He constantly interrupted me and interjected his thoughts about what I was saying. Needless to say, I was annoyed and completely turned off.

You should never interrupt people when you are speaking with them in-person and this holds true for telephone conversations as well. When you are on the phone with people, show them the respect and common courtesy of letting them finish what they are saying, before responding.

Since you can’t see the person, it’s hard to know if they are finished with their thought or just pausing to go on to the next sentence. So it’s a good idea to follow the “two second” rule. Wait two seconds to make sure they have finished. If you start to talk and they are not finished, always encourage them to finish before sharing what you have to say.

8. Carry A Note Pad—I carry a pad of paper with me everywhere I go. The first sheet is my daily “To Do” list. This allows me to always stay on track with my daily action plan and be prepared to make notes at any given time.

When I am conducting a business call, I almost always find myself taking notes. In some cases these notes concern things that I will be responsible for after the call is finished. If I write them down I won’t forget. In other cases, I find myself making notes of things I want to share or discuss when it is my turn to talk.

Writing down my thoughts during the conversation enables me to focus on the subject rather than trying to remember I want to convey when the other person stops talking. This also prevents me from jumping into the conversation prematurely.

9. Know When to Not Use Your Hands Free Device—If you are having an important conversation regardless of whether it’s with your spouse, friend, or prospective client, speak directly into the phone.

In almost every case, I can recognize when people are talking on their hands-free device. I can hear background noises if others are around, hollow echo sounds if they are in a room that doesn’t absorb noise, and road noise if they are in the car. I can even hear them multi-tasking by opening bags of food, shuffling papers on their desk or typing on their computer.

And it’s just plain harder to hear when someone is using a hands free device. I find this annoying because it requires me to focus more intently to understand what they saying. When you make important calls, you don’t want people to get frustrated because they are struggling to hear what you are saying or distracted by whatever is going on around you.

This tip is only for important calls. I recognize the value of using hands free devices and don’t want to discourage you from using them in appropriate circumstances. I also recognize that in some states it’s a requirement to use a hands free device while driving in your car.

10. Don’t Use a Speaker Phone—Unless you are in a room with a group of people who are part of your conversation, don’t use your speakerphone for any phone call. Talking on your speakerphone is 10 times worse than the concerns I raised in the previous point about using a Bluetooth device. Even if you are calling your best friend, show them the courtesy of talking directly into the phone.

If you implement the 10 phone tips I’ve shared with you over the past two days, you can be assured that you’ll make a positive impression on the people with whom you speak.

Starting now, be intentional about how you present yourself in all your personal and business calls. After a short time, most of the behaviors will become second nature to you. The only one I still struggle with after all these years is the two second rule- wait two seconds for the other person to finish talking.

How you present yourself over the phone is a reflection of your personal brand.

About the Author: Todd Smith is a successful entrepreneur of 29 years and founder of Little Things Matter. To receive Todd’s daily lessons, subscribe here.

To read part 1 click here

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If you stop to think about how much business is transacted over the phone in any given day, it’s wise to be conscious of your telephone speaking voice, the words you use and how you conduct yourself during a call. Today’s lesson is the first of a two part series to help you make a positive impression on the phone.

1. Prepare For The Call—When I make business related calls I always take the time to prepare. I’ve found that the more prepared I am for a call, the more confident and ready I am for the ensuing discussion. If it’s a simple call, I may take as little as a minute or two to think about my agenda and get mentally prepared. If on the other hand it’s a very important call, I may spend as long as thirty minutes to prepare.

Let me encourage you to start thinking about every call you make and see what you can do to be better prepared.

2. Always Begin by Introducing Yourself—When you place a call to someone, always start by introducing yourself to whoever answers the phone. Here are four different examples:

• If I call a person at a company and the phone is answered by someone other than the person I am calling, I will introduce myself by saying, “Hi, this is Todd Smith calling for Mike Black. Is Mike available?”

• Using the same example, if I have a call previously scheduled with Mike, I would reference the appointment in my greeting by saying, “Hi, my name is Todd Smith, I am calling for Mike Black. We have a 2:00 call scheduled.” By mentioning that you have a specific appointment, the call will take on some urgency.

• Using the same example, if Mary answers the phone and identifies herself, I suggest including her name in your greeting such as, “Hi Mary, my name is Todd Smith; how are you doing today?” After we exchange pleasantries, I would proceed by saying, “I am calling for Mike Black. We have a 2:00 call scheduled.”

Not only should you be friendly to everyone you meet, whether its in-person or over the phone, but it is especially important to be nice to the receptionist or personal assistant of the person you are calling. This person generally has influence and making a positive impression with this person will always help.

• If the person you are calling answers the phone, begin by introducing yourself as part of a friendly greeting such as, “Hi Mike, this is Todd Smith. How are you doing today?” You never want someone to wonder who’s calling.

3. Focus on Your Phone Energy—This past week I spoke on the phone with a woman in the sales industry who was struggling with her career. On the phone she spoke slowly with a very soft, quite voice. As I listened to her talk, I thought to myself, I have never met anyone who was highly successful who spoke slowly with a soft, quiet tone.

I am not suggesting that you have to go over the top with your energy, voice tone and speed, but I believe it is important to sound like you are happy to be alive, that you are enjoying a successful career and that you are genuinely pleased to be speaking to the other person.

People who sound upbeat and positive almost always make a better impression than those who don’t. And if you are in outside sales, I don’t think there is a prayer of succeeding if you don’t present yourself as I’ve just described.

4. Be Friendly—Whether you are talking to a co-worker, friend, prospective client or the CEO of a company with whom you are interviewing, you should always strive to be friendly on the phone. As you may recall from my post How Likable Are You people are naturally drawn to people who are likable.

In the business and political world, people who are likable have a clear advantage. The more you speak with a smile on your face and with a friendly tone, the more people will like you and want to do business with you and/or your company.

5. Make the other person feel comfortable—When speaking with people for the first time, in some cases you may sense they are a little uncomfortable. This is especially true when you are on the receiving end of someone’s call. When I sense people are a little uneasy, I always try to be extra friendly to make them feel comfortable. This additional effort almost always allows the person to relax and results in a more engaging conversation.

Tomorrow, I will give you five more tips to incorporate in your phone conversations. In the meantime, perform a little self-evaluation when you are on the phone today. How would you rate your tone, energy level and etiquette?

“The way we communicate with others and with ourselves ultimately determines the quality of our lives”- Anthony Robbins

About the Author: Todd Smith is a successful entrepreneur of 29 years and founder of Little Things Matter. To receive Todd’s daily lessons, subscribe here.

To read part 2 click here

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Then the day came when I made the decision that I would accept 100% responsibility for all misunderstandings in which I am involved. While there have been some painful, costly and frustrating lessons, I have learned something from every misunderstanding and it has made me a better communicator.

This decision to accept responsibility for all my miscommunications forced me to not only focus on clear communication, but it has also improved my ability to identify warning signs where there may be a breakdown in communication.

If you will strive for excellence and take pride in the clarity of your communications, your value to the market will increase, people’s respect for you will grow and you will become a more effective leader.

Let me share with you six lessons I’ve learned about how to avoid misunderstandings.

1.  Make Sure Your Written Communications are Clear—Always proof messages after you type them and ask, “How could this message be misunderstood?” This effort will require a little more time spent thinking about each message, but I’ve learned the extra time is worth the investment in your brand. Like anything, the more you focus on the clarity of your communication, the better and faster you will become in the process.

2.  Evaluate The Clarity of Your Oral Communications—Whether you’re having a casual conversation with a friend, giving a dinner guest directions, leaving a voicemail message or providing instructions to a business colleague, focus on the clarity of your oral communications. I often have to remind myself, people aren’t mind readers and they only know what I tell them.

3.  Write ALL Things Down and Repeat Them —Make a commitment that from this day forward that you will write all instructions down which are given to you. Whether you are going to the grocery store for your parents or spouse, ordering take-out food for the family from your favorite restaurant or working on an important project, always write things down.

Writing things down helps you remember what was asked of you and reduces stress in the process. If you repeat the instructions back to the person who gave them to you, you’ll avoid any misunderstandings. This extra effort is one of the things that distinguish those at the top of the pay scale from those at the bottom. It’s one of the key differentiators between those who are responsible and irresponsible.

4.  Watch For Potential Misunderstandings—If you choose to accept 100% responsibility for all misunderstandings, something interesting will happen. You will begin to see warnings signs that you have previously overlooked. It may be the look on someone’s face, a comment they make, a distraction in the background or something else that will give you pause to wonder if there is a potential miscommunication brewing.

5.  Confirm All Details and Put Them In Writing—When I am responsible for an event or task, I have learned to confirm all the details and put them in writing. As an example, if I have a call scheduled, I will confirm the date of the call, the time of the call, the time zone if appropriate, and who is responsible for initiating the call. Once it is confirmed, I put it in my calendar. Sure this requires a little extra effort, but if it avoids misunderstandings, I have found it to be worthwhile.

6.  Ask Others to Repeat What They Heard—Another way to avoid misunderstandings is to ask people to repeat your instructions back to you. You might ask someone, “Bob, before we wrap up this call, can you please confirm your responsibilities as part of this project.” When you ask people to repeat what they heard, not only does it force them to articulate what you said in their own words, but it also significantly reduces the risk of a misunderstanding.

I hope today’s lesson motivates you to take notice about the clarity of your communications and the potential for misunderstandings. Watch for those red flags to avoid conflict or unpleasant situations. Consistent clearness of expression will have a lasting impact on all of your interactions.

When you accept personal responsibility for all miscommunications, the lessons you learn will increase your value to the market and make you a better person in the process.

About the Author: Todd Smith is a successful entrepreneur of 29 years and founder of Little Things Matter. To receive Todd’s daily lessons, Subscribe Here.

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Have you ever talked to someone and noticed he or she wasn’t really listening to you? How did it make you feel? Unimportant? Disrespected? Insulted? Remember those feelings and work diligently to ensure that people never feel the same way when they talk to you.

In this post I will highlight 10 things I have learned throughout my career in addition to some lessons my dad taught me. My dad is the best listener I know. Everyone who meets him forms an instant bond with him and I am convinced that the number one reason for this immediate connection is his genuine and sincere interest in others. It all starts with him being a good listener.

1.  Make Eye Contact—The first step in being a good listener is to make eye contact with people while they are talking. Good eye contact demonstrates genuine interest in the person and the conversation.

2.  Be Present—I must admit I have been accused at times by my wife of not being present when she is talking even though I am looking into her eyes. These are times when my mind is thinking about something other than what she is talking about. I can only assume others have noticed, but perhaps at the risk of offending me, they have not said anything. The key here is to be aware that people do notice if we are not really listening. And so we must focus on the discussion and not allow our minds to wonder.

3.  Give NO Sign You are Ready to Respond—When you are listening, don’t give any clues that you are ready to respond. Don’t point your finger and don’t open your mouth. When I talk to people and I see that they are waiting on pins and needles to respond, I know they are no longer listening because they are more concerned with how they are going to respond than with listening to what I have to say.

4.  Wait Two Seconds to Respond—During a conversation, wait two seconds after the person finishes speaking to make sure they have finished their thought. This is especially important when talking on the phone, because you can’t see their facial expression. Often times they are just pausing to gather their thoughts and are not really finished speaking. If you find yourself talking at the same time someone else is talking, then use that opportunity to remind yourself of the “pause two seconds” rule.

5.  Let Them Go First—If you start talking at the same time someone else is trying to finish their thought, STOP and say, “I’m sorry, please continue” and let them finish before responding. Even if what you have to say is important or it’s an answer to the question they raised, show them your respect by letting them finish. I certainly notice when people allow me to complete my sentences without “over talking” or interrupting. Do you?

6.  Care About What’s Being Said—This is where my dad stands out from most people. When he listens he really cares about what is being said, even if it’s a subject that doesn’t interest him. He tells me that this is his way of showing people that what they say is important and that they are valuable individuals.

7.  Listen For The Message Within The Message—Another one of my dad’s skills is to listen for the message within the message. By listening intently, he is able to grasp the topic and move more effectively into the conversation. He says that most people are looking for encouragement, answers or insights to the subjects they discuss. By listening in this manner, he is able to connect more effectively.

8.  Don’t Change The Subject—When you are engaged in a conversation, don’t change the subject unless the discussion is finished. I observe people who do this all the time in small group settings, business meetings and social encounters. If you change the subject of a discussion prematurely, you demonstrate a lack of interest in the discussion and indicate that what you have to say is more important.

9.  Respond By Asking Questions—When you ask people questions during a conversation, you show a sincere interest in the topic. My dad says that most people operate at “the feeling level”, rather than “the thinking level”, even if they are good thinkers. I agree! My Dad’s favorite question is to ask how they FEEL about the subject they have raised.

10.  Don’t Start a Side Conversation—When part of a group conversation, never start a side conversation, even if the person talking is not making eye contact with you. Yes, they should be including you in the conversation by sharing eye contact equally with each person in the group, but don’t allow their mistake to prevent you from being a good listener.

Like many of the other thoughts I have shared with you, instinctively I know the right thing to do. But doing it consistently is the hard part. Being a good listener requires an intentional effort and above all, a sincere interest in other people. It is a skill worthy of mastering.

I am committed to working on being a better listener. Will you commit to showing you care about people by incorporating these ten tips into your daily routine? On a scale of 1-10, what’s your commitment?

“You can make more friends in two months by becoming interested in other people than you can in two years by trying to get other people interested in you.” Dale Carnegie

About the Author: Todd Smith is a successful entrepreneur of 29 years and founder of Little Things Matter. Sign up to receive Todd’s daily lessons at Little ThingsMatter.com

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1.  Leave a message. Unless I am calling my wife who will see the missed call from me and call me back, I always leave a message. Since current technology allows us to see the details of a “missed call”, you shouldn’t make people wonder why you called. If you had a reason for making the call in the first place, leave a message with the purpose of your call. This will also save you time from having to call back at another time.

2.  Speak with energy in your voice. How you sound on someone’s voicemail makes a noticeable impression. Make that impression positive by sounding upbeat.

3.  Be prepared. When I hear the phone ring on the other end for the fourth or fifth time, my mind immediately begins to prepare for the message I want to leave. This allows me to clearly communicate the purpose of my call after I hear the voice mail greeting.

4.  Be friendly. You can say something simple like, “Hi Mike, this is Todd Smith calling. I hope you had a great weekend. The reason I am calling is …” After you are finished with the “meat” of your message, conclude your recording by saying something positive such as, “I am looking forward to talking with you.”

5.  Let people know when you are available. When leaving messages, let people know when you are available to receive a return call. This will allow both of you to be more productive with your time.

6.  Leave a clear message as to the purpose of your call. There’s nothing worse than a voice mail message that only says, “Call me.” If your message clearly states the purpose of the call, it will give the person time to think about it and discuss it effectively when they call you back. It also helps them prioritize the timing of their return phone call.

7.  If you can, leave a message that does not require a return call. If the subject of your call is such where you can leave a message and not require a return call, give a detailed message and tell them it’s not necessary to return your call. This is a time saver for both parties.

8.  Leave your phone number twice. When leaving your phone number, ALWAYS speak slowly and repeat your phone number. Considering most people aren’t this thoughtful, this will certainly make a positive impression.

9.  If you make a mistake. If you make a mistake in the recording of your message, finish your message the best you can. Then when you are done, press either the star “*” key or the pound “#” key. On most cell phone voicemail systems you will hear a prompt that will allow you to erase and re-record your message.

10.  Don’t Leave Negative Messages. It is my belief that ALL negative topics should be discussed live and NEVER through email, text or voicemail messages. When you need to talk about a negative subject, let people know the purpose of the call, but avoid leaving a message with the details of your feelings.

If you follow these 10 simple tips when leaving voicemail messages, you will be making a positive impression on everyone you call.

Bonus Time Management Tip: When people other than my family or close friends call me and don’t leave a message, I figure if the reason for their call wasn’t important enough for them to leave me a message, I am not going to take my valuable time to call them back to find out why they called in the first place.

“A big success is made up from a great number of little circumstances each of which may seem small and insignificant most people pass them by as not being worthy of notice.” – Napoleon Hill

About the Author: Todd Smith is a successful entrepreneur of 29 years and founder of Little Things Matter.

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• Phone Greetings That Make a Positive Impression
• 10 Ways to Make a Positive Impression When Greeting People In-Person

In today’s lesson I will share with you some of the little things I learned years ago about how to properly introduce yourself over the phone. Once again, this is an opportunity to make an impact. We make judgments about people the first time we see OR hear them. Your tone of voice and the words you use will create an impression. Make sure it is a positive one.

Calling a place of business

When you call a business or organization and someone other than the person you are calling answers the phone, I recommend introducing yourself in the following manner: “Hi my name is Todd Smith. May I please speak with Katy Williams?”

If the person answering the phone uses their name in the greeting, you should take the time to repeat their name. For example: “Thank you for calling ABC Widgets. This is Amber, how may I help you?” I would respond in a friendly tone, “Hi Amber, my name is Todd Smith. How are you doing today?” After exchanging pleasantries with Amber, I would then say, “May I please speak with Katy Williams?”

When you introduce yourself as I’ve described, you will stand out from all the other people calling and you will likely make a positive impression on the person answering the phone. Not only is this a friendly and professional way to request to speak to someone, but also it’s important to recognize the person answering the phone often has influence on the decisions made within a business or organization. Even if I call a utility company to report a problem, I’ve learned that being friendly and introducing myself often results in better service.

Another reason I immediately introduce myself is to save time. Rather than having an exchange where the person asks, “May I tell her who’s calling?” and I have to respond with my name, I eliminate a step and save time for both of us. This may seem inconsequential but if you can implement 100’s of tiny time management tips throughout your day, they will compound for increased productivity.

Calling a friend at home

When you call someone’s home, I recommend doing the same thing as I described with respect to calling a business. If the person you intend to speak with does not answer the phone, introduce yourself and engage in conversation before asking for the other person. As an example, if I am calling my friend Mark Davy and his wife Ann answers the phone, I would say in an upbeat and friendly manner, “Hi Ann, this is Todd. How are you doing?” After a short period of small talk, I would say, “Hey, is Mark around?”

Side tip–If I make a call and I am not sure that the person who answers is the one I want to speak to, I always introduce myself by saying, “Hi this is Todd Smith. Is Sherry available.” Even if it turns out to be Sherry, I haven’t offended her by asking. It’s always better to play it safe.

Answering The Phone

When you answer the phone, be proactive and introduce yourself as part of your greeting. Don’t make people wonder if it’s really you. As an example, I answer my phone “This is Todd”. Most of my successful friends answer their phones by using their first and last name. For example, my friend Jeff’s greeting is “Jeff Mack” and my friend Tina answers her phone by saying, “Hi this is Tina Williams.”

If you are a business owner, let me strongly suggest that you have all your employees answer the phone by introducing themselves within the first sentence. Obviously they should also speak in a professional and friendly manner. Something along the lines of: “Thank you for calling ABC widgets, this is Amber. How may I help you?” This is such a simple thing to teach your employees and it will make a huge impression on the people who are calling your place of business.

If you will implement these little tips, you can be assured of making a positive impression on everyone you call and everyone who calls you.

You can achieve anything that’s important to you, if you will focus on the little things that matter.

About the Author: Todd Smith is a successful entrepreneur of 29 years and founder of Little Things Matter.To receive Todd’s daily lessons, subscribe here. All Todd’s lessons are also available on iTunes as downloadable podcasts. (Todd’s podcasts are listed in America’s top 100 podcasts.)

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Cell Phone Etiquette

10 Simple Ways to Show Your Sincere Interest in Others

If you don’t show respect and common courtesy when using your cell phone, you run the risk of aggravating people and destroying your personal brand. On the other hand, if you use discretion and follow the simple recommendations outlined below, you will be able to enhance the impression you make.

Avoid using your cell phone…

1.In public places—When you are in public places where others can hear your conversation, you should avoid talking on your cell phone. When your phone rings, let it go into voicemail.

If you determine it is ABSOLUTELY critical to accept the call, be respectful of others. If possible walk outside or to a private area where others won’t be annoyed or distracted by your conversation. If there is no escaping, then keep your voice down and cover your mouth to keep your voice from traveling and wrap up the call as soon as possible.

2.When spending time with the family—Unless you have a job that requires you to be on call 24 hours a day, be respectful of your family by not talking, texting or e-mailing people when you are together. As an entrepreneur for the last twenty-nine years, I know there will be exceptions. When I do make an exception I always apologize to my family members. Once again, the example we set for our children will pave their way to appropriate and effective behavior.

3.When traveling with others in a car —When you’re spending time with people in a car, give them your full attention. Once again there will always be exceptions, but the key is to make them exceptions and not the general rule.

4.While driving, period—If you find it hard to talk on the phone and focus on driving at the same time, then avoid talking on the phone in your car. If an important call does come in, pull over. I hope it goes without saying that we should never check and respond to e-mails nor send or answer text messages while driving. The fatality statistics due to distracted driving are staggering.

5.While at work—If you are using your cell phone for personal matters during the time you are being paid to do your job, you are stealing from your employer. When you steal from your employer, not only will others lose respect for you, but also you will likely lose respect for yourself. After all, how can you respect yourself when you are doing things you shouldn’t be doing? If there are personal calls, texts and e-mails that must be returned during your workday, do so during your break or lunch hour.

6.During meetings—When you attend a meeting or share a meal with someone, put your phone on silent mode. Or even better, leave it in the car. Also, don’t text or e-mail during the meeting. Even though your phone may not make sounds, your eyes and attention are diverted from the other people in attendance. Your lack of attention to them demonstrates disrespect. Besides, how can you concentrate on the discussion when you are typing or reading messages?

7.When spending time with your friends—If you’re like me, you probably don’t have a lot of time to spend with your friends. So when you are together, why wouldn’t you give them your undivided attention? When I am out socially, you will very seldom see me with my phone. I want to thoroughly enjoy my experience and show respect for those who chose to spend time with me.

Here is one of the biggest take-a-ways of today’s lesson. Don’t let your cell phone become an addiction. Learn to control the times when it is used. Fifteen years ago none of us had cell phones and we lived our lives just fine. If it’s a true emergency, we all know how to call 911. Most things can wait until the time when it is appropriate to take the call or respond to the e-mail or text. If you follow my recommendations, your world will become more enjoyable, your time management skills will improve and the people around you will feel more valued.

One of the fastest ways to lose a person’s respect is to not value their time.

About the Author: Todd Smith is a successful entrepreneur of 29 years and founder of Little Things Matter.To receive Todd’s daily lessons, subscribe here. All Todd’s lessons are also available on iTunes as downloadable podcasts. (Todd’s podcasts are listed in America’s top 100 podcasts.)

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