10 tips for giving good phone

In the course of a week, many of us listen to - and record - 'we're not here' messages on an answering system. Most of us do it badly, and I think pretty much all of us hate doing it. As with many other things in life, I think this repugnance comes from recognising our total and utter lack of aptitude.

Here are my top 10 tips that will have you giving good phone.

1. Be clear about what you want the message to achieve. Be brief. Usually, you will identify whose phone the caller has reached, and when the caller might expect a response.
2. Don't be afraid to specify a 'next step' if there is one. "We will return your call, but an email usually gets a faster response" is unlikely to offend more than the long delay before you return their call.
3. Avoid using a script as it will sound 'read', but do have the points you need to cover so you don't leave anything out. Few people improvise phone messages well.
4. Record in a room that's as quiet as possible. Background noises like traffic outside, high wind, your squeaky desk chair, or even your clothes rustling are more noticeable on a recording - machines listen to everything, human ears filter background noise out.
5. A minute or two before you begin, have a drink of water. Sipping works better than chugging, especially if you allow the water to sit in your mouth for a second or two before swallowing. This will flush the pipes.
6. Before you begin to record, think of someone (or something) that you really, really love and want to get closer to: a lover, a child, a pet, your E-type jag... Hold the image in your mind while you record. It will give your voice genuine warmth so you sound alive and welcoming not synthesised by a computer.
7. Before you begin to record, breathe out completely. Breathe in as normally as you can (avoid taking an extra big breath), begin to breathe out and then start speaking. This avoids the slight gasp we get if we begin talking while we're still breathing in.
8. Allow longer to record than you think you need. Don't be afraid to re-do a recording 4, 5, 6 or more times. You'll get better with practice.
9. Consider recording a master track (using the voice memo recorder on your smartphone, or Garageband etc. on your mac). You can then play this master into your phone ensuring a quality version every time. You could even have different messages for different situations, and won't have to record your office's annual shutdown message while you're still croaky from shouting over the band at last night's Christmas party.
10. Keep your message current. If it says you're closed for Easter, you're either very late or very very early. Call yourself and listen to your phone message every so often - say once a month - so you recognise when its time to freshen your message up.

Most phone messages have a long life: months or even years. If your customers, or your loved ones, are going to hear it a lot, its a nice gesture to put in a little effort in and give good phone.

This is post 76 of 100 posts in 100 days.