Dr Max's hospitality industry remedy about those 'interrupting' telephone calls

Has this ever happened to you?

You are at the reception desk of a hotel, or any sales counter for that matter. You are checking in, checking out or buying something. After waiting (and waiting) it is finally your turn to be served. Just as you begin to speak the telephone rings. The receptionist or sales person immediately answers the telephone and proceeds to take an interminable amount of time looking after the needs of the caller who, you feel, has que jumped ahead of you!

My Canadian friend Jeff Mowatt recently solved this problem for me in his regular e-mail newsletter. He puts it in a slightly format but I think you'll see where I'm coming from.

Jeff asks " Who gets priority when you're talking on the phone and a visitor walks in?" The answer should be 'the visitor' who took the time to arrive in-person. He explains that this means interrupting the caller and tells that the quickest way to get the caller's attention is to say their name. "Pat, excuse me. Someone just walked in. May I put you on hold for a moment?" Then greet the visitor explaining that you're wrapping-up the call. Conclude the call and take care of the visitor.

Simple format...simple idea. I thought you might want to incorporate it into you staff manual and/or mention it at your next staff training session.

Until next week, I wish you good luck, good life and good fun.

Max Hitchins

The Hospitality Doctor

Marketing, motivation and management magician

http://www.HospitalityDoctor.com

PS. Jeff Mowatt speaks at conventions and conducts on-site training seminars on The Art of Client Service: Influence with Ease. For a free catalogue of his training resources, or to book Jeff to speak at your next meeting contact: JC Mowatt Seminars Inc. 2206 29th Avenue SW. Calgary, Alberta, Canada T2T 1N7. E-mail: Phone: (403) 244-9094 or 1-800-jmowatt (566-9288) Fax (403) 244-9814