As a PR agency we receive lots and lots of phone calls every day. Sometimes the calls can be from suppliers, other times it could be contacts with regards to sponsorship, a client or journalist. Although I have to admit that most of the time people are polite and well-mannered there are the odd times when this really isn’t the case.
Take this morning as a classic example. I received a call which started with the caller demanding to speak to a colleague. No ‘morning’ or ‘would it be possible to speak to’ just an abrupt and quite honestly rude demand.
As we always do, I asked who was speaking, which in turn meant I received a blunt one line answer and nothing further.
Now this person gave me the name of their company when I asked where they were calling from and it happens we were hoping to work with one of their clients. As a result of the way in which they handled the call we will now be moving our efforts to another similar business.
So, due to that person’s appalling attitude their client has lost out.
It’s not often that people surprise me but there have been a few instances over recent months where it’s apparent that people working on behalf of brands or for third parties get some strange delusion of grandeur which in turn results in them losing all ability to communicate professionally.
Although these situations do irritate me I have to say that I also feel rather smug as I know that when people work with Open Communications – whoever they are dealing with – we are able to manage their needs professionally and appropriately wherever they are calling from and whatever the nature of the call.
Perhaps if people took the time to consider how they would feel if the person they were speaking to was to handle their call in the same way they may just choose to change their attitude. We have a saying in our house – ‘manners cost nothing!’