calehawley

I Can Hear You Smile

In Communication, Marketing, Sales on July 25, 2016 at 5:03 pm

And so can others. I used to work in durable medical equipment sales as a marketing director. My office was located with the billing department. They have the difficult job of fighting with insurance companies to a) make sure that the customer’s insurance will cover the equipment at a minimal cost to the patient and b) ensure that the company is reimbursed according to the reimbursement schedule provided by the insurance companies.

I’ve always believed that you attract more flies with sugar than you do with vinegar. To this point, I would walk by and hear the billing clerks speaking with whomever they had on the other line and thought to myself, “I would make it as difficult as I could on this person because of the tone they are using with me on the phone”. When the clerk would hang up the phone, I would tell them to smile while they are speaking, even if it is a fake smile, because it would change the tone in their voice. A few of the clerks would take my advice and guess what, those clerks ended up having better reimbursement numbers and shorter reimbursement times. On bad days (let’s face it, we all have them), I would write the word “SMILE” on a sticky note and place it on their keyboard. They would usually hang up the phone and tell me how evil I was. Regardless, it worked.

We all conjure up what we think a total stranger looks like when we speak to them on the phone. Wouldn’t you feel better knowing (or at least thinking) the person on the other end of the line was smiling while they were speaking with you. Give it a try. Smile while you are talking on the phone. I can hear it on the other end of the line.

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