Professional Phone Operators
Upon noticing that many of my blog readers are also professional phone consultants, I thought I'd share some of the advice I've collected over the years. Many times our industry is shrouded in secrecy, however, some writers have come forward with tips about this legitimate business! At the risk of showing that we're real people, I'd like to share some of that here! First, some advice from Deana Smith written in her "Proven Formula for Psychic Line Success." Smith says that, "all of the suggestions and instructions written in this guide have been thoroughly tested and have proven to dramatically help you succeed. However, for you to be successful, you of course need to make it your business to not only read and reread this guide, but to actually put all of its principles into action. Remember, no one ever attains very eminent success by simply doing what is required of him or her; it is the amount and excellence of what is over
and above the required that determines the greatest of ultimate distinction." These excerpts have been edited to remove information identifying the company.
The Best Times to Log On:
Even though ours is a 24/7 business, and we of course need coverage all of the time, we do have certain time periods that are busier than others. The busiest time period to receive calls is everyday from 5 p.m. through 2 a.m. Eastern time, 4 p.m. through 1 a.m. Central time, 3 p.m. to midnight Mountain time and 2 p.m. through 11 p.m. Pacific time. Steps for success: Log on for at least four consecutive hours within the busiest time period as shown above, and at least two consecutive hours during a different, but convenient time period for you. Do this at least five days per week.
I choose to keep consistent rather than "high volume" open hours, however I do know fellow psychics that get up in the wee hours of the morning to catch international callers!
Stay Logged On:
It has been proven that the longer you stay logged on withaout logging off, the better chance you have of receiving calls. Don't log on and off every few minutes. Steps for success: When you are logged on during any time period, barring any real emergency, make it your business to stay logged on and stick to your own schedule.
Of course, if you're a stay-at-home-mom, you may have to log on and off frequently. I believe that it is more important to never miss a call when you are logged-on than to stay logged on for huge blocks of time. Of course, when you build a client base, many will be happy to make appointments with you.
Taking Down Client Notes:
We all do not have perfect memories. We very well might forget that client Michelle is having a tough time with her boyfriend named Keith or that client John very much wants to have more children, but his wife named Amy is not yet ready to bear the responsibility of having more children. By either typing or writing down notes from conversations that you've had with clients, it will very much help you in future calls with these clients.
Steps for success: During your call with all clients, take down the name of your client, the names of everyone the client had discussed with you, their birth dates if appropriate, and briefly, but very importantly, the important facts of your conversation. If you own or have access to a computer while doing your readings, you can and should type in notes from each individual client.
I have mixed feelings about note-taking. My parents always took notes on their clients when they ran their business, but I don't feel it would be appropriate to be typing away while the client is on the phone! Perhaps a brief summary after the call may be helpful to some consultants.
E-mailing Your Clients:
Do you want to receive more calls from your repeat clients? A lot more calls and a lot more frequently? Well then, you simply must e-mail your clients on a daily basis. It has been proven that sending the right type of e-mail, sending them everyday that you work and then sending your clients follow-up e-mails will dramatically increase your call volume.
Steps for success: When you are finished logging in for the day, always send every single client that you spoke with that day a brief thank you e-mail for calling you. Also make sure to include a positive message in your e-mail pertaining to something specific that you spoke with the client about. No more than two to three days later, send them a personalized "how are
you, thinking of you, have not heard from you" type of e-mail.
Here are three examples.
Hi Michelle,
I've been thinking about you. Hope everything is getting better.With the start of your new family, you should feel blessed, Michelle. I know that there are others around you that are trying to take away your bliss. Just remember that all things will work out as they should. I would love the chance to speak with you in depth in regard to situations around you. I will be available today from approximately 7 p.m. to midnight Eastern Time. Hope to speak with you soon.
Take care sweetie and God bless,
Linda
Hi Rita,
I always enjoy speaking with you, and am wondering how you are since we spoke last Thursday. I can tell you what I see, but as you know Rita; I can't tell you what to do. If you want to call him, that's going to be up to you. But, it might make you miss him more. And after all that you've been through, it's like taking a step backwards. I will be available this evening from around 6 p.m. to 11 p.m. Eastern Time and tomorrow from around 1 p.m. to 7 p.m. I'll be off on Sunday. I know it has been hard for you, Rita. If you call him, brace yourself for the emotional rush you may experience. I'm here for you.
In love and light,
Gail
Hi Shawn,
Have not heard from you in a while, so I am just checking to see how everything is going with the old and the new. Hope all is well, Shawn. Don't get discouraged if things are not yet as they could be. Sometimes, we have to take some steps backwards, so we can get a running start. Your life isn't all that bad, Shawn. You have known love everyday of your life, it surrounds you all of the time and you are never truly alone. I will be available tonight from 9 p.m. until about 2 a.m. Pacific Time. Let's talk Shawn.
Many blessings,
David
Of course, e-mail can be done wrong, too! For many clients, an e-mail every day can be a bit much. However, I do think that the examples here can help consultants to see how personal e-mails offered in friendship can be better than bulk, impersonal form-letters that people can tend to tune out and ignore!
Receiving Written Feedback from Clients:
Clients tend to read the written feedback's left by other clients. Obviously, if you have a good amount of positive feedback's, it can only help you to attain more clients and to of course, receive more calls.
Steps for success: To gently persuade our clients to give you a lot more positive feedback's, follow the instructions below, step by step. However, never ever send a client an e-mail out of the blue, specifically just asking them for positive feedback.
1) If you are on a call with a client and you know that the call is going well, towards the end of the conversation say something such as: "Ilene, I'm glad that I was able to help you today. If you wouldn't mind, I'm going to send you an e-mail through our system which will give you the exact web page address whereby you can leave a positive feedback for me. I really would appreciate that. Would it be okay with you? Oh, thank you Ilene. When you receive the e-mail, just copy and paste the web address into your browser and you will be instantly on my feedback page.
2) When you send the client the e-mail, make sure you thank them for
calling you and mention something specific and positive in regard to the reading that you gave them. Also, let them know when you'll be logged on again.
This advice can only be used in certain web-sites and phone systems. This depends on your comfort level and personal boundaries. I usually just send out mail at the end of the month to everyone who has forgotten to rate me for any sessions as a reminder, but I know plenty of people who choose never to "beg" for ratings! Smith also wrote a quick list of "dos" and "don'ts" for this business some of which you may also find helpful.
Do's:
Give out your name to all of your clients.
Let them know approximately when you are available.
Always email your client after a missed call, missed request or an unusual disconnect and let them know to try you back, that you are available now or when you will be available again.
Try to wait at least 15 minutes after your last call before you log off. This allows time for the caller to call back if they wish and also allows any requests to come through before you log off.
Log on as much as possible.
Answer your phone by no later than the end of the 2nd ring.
Take the phone with you when you leave your reading area or log off until you return. Log off when you are not available to take calls.
Act professional and courteous to all of your clients.
Do your best to maintain at least a 20-minute call length average.
Don'ts:
Never tell a client that someone has placed a spell on them.
Never place a client on hold.
Never sugarcoat a reading to reflect what you think your client wants to hear. Rather, always be honest and caring with your clients.
Never say anything negative in regard to a fellow psychic.
Most of these are pretty straight-forward! I don't attempt to keep an average time that calls should last! The great thing about Keen is that we don't have to!