Phone Manners in the Digital Age
Q: An Average Joe wants to know: “Is it ever okay to dump a business associate, friend or relative off the phone when another “more important” call comes through?
A: In short, the answer is no. Please allow me to elaborate. No matter what the reason (with just two exceptions), it is never ok to say, “I have a call coming through from “my boss,” “my doctor,” “my child,” “my husband,” “my other friend,” or, “my fill in the blank”-- I’ll call you right back--click.” The first exception is when the caller or callee knows in advance that an important call may be coming through and pre-announces this information at the beginning of the phone call to the other party. The second acceptable exception is a TRUE emergency. Otherwise, it is not okay to dump a call to take another call, period.
I’m betting we’ve all been guilty at some point along the way as the “dumper” and, we’ve also likely been on the receiving end as the “dumpee.” After all of the dumper’s excuses and self-justifications about why the incoming call just had to be answered are stripped away, the net effect remains the same: dumping someone off the phone is just plain rude and it sends the following message to the dumpee: “You’re not as important, that important or even just plain old important to me.” Is this how we should be treating one another?
As a long-ago reformed dumper, I make it my business to respect the time and the feelings of those with whom I am speaking on the phone. And thanks to the marvels of the digital age, we all have voicemail and, yes, we can even text the incoming caller to let them know we’ll get back to them just as soon as possible. As the dumpee, when the dumper “calls me right back,” I am no longer available for at least 24 hours or perhaps forever, depending on my mood.
Advice to all dumpers: knock it off. Advice to dumpees: don’t allow yourself to be treated with disregard and disrespect, even from your thoughtless friends. When you don’t take their next call, they’ll “get the message.”
Lynn Hoban works with leaders of emerging restaurant and retail concepts to scale business operations and ignite marketing programs for growth. Lynn has a proven track record in multi-unit restaurants and retail. Her programs are effective because they are built on a depth of experience in food marketing as well as in operations, R&D, staffing, training, and procurement. Lynn is known for her direct leadership style, which cuts through chaos and gets results. To ask a question or to find out more, visit www.LynnHobanMarketing.com.