Every once in a while I end up answering an incoming sales call at Destiny Image. It’s not that I can’t, or that I don’t like to, it’s just not normally part of what I do anymore. (I say anymore, because my first “desk job” was learning customer service and answering front desk phone calls when I was very young, at least when I wasn’t working in the warehouse shipping books. I got so good at it that callers thought I was a voice mail greeting, and I had to learn to engage them in conversation before they hung up.)
So to set the scene: I had gone ot the office suite down the hall to check on the details of a particularly complex order for a customer. I ended up waiting, because one of the people I needed to talk to was going over some procedures or whatnot with another member of the sales team. So I sat down in their chair to wait for them to get finished.
While waiting, the sales line rang. Then it rang again. At the third ring, I checked the call queue and realized that all the incoming call reps were already on calls. So, I picked up the phone.
“Destiny Image, Jesus loves you!.” You always answer the phone with a smile on your face, because your facial expression can translate through your tone, and has an effect on the caller on the other end.
Instead of someone looking to place an order, what I encountered was something far more interesting: I heard a small voice on the other end of the line ask “Do you mean what you say in your catalog? That if there’s anything I need, I can just call and ask?”
How do you respond to something like that? A call from someone who is obviously looking for more than just a life-changing book? You talk to them, of course!
I won’t relate the entire story here, but this was the kind of phone call that makes my day. It was a call from someone who needed help and guidance, and who truly did not know where else to turn. I didn’t sell her a book, but I may have just changed her life.
Charmaine, if you ever read this, I hope you were able to find a strong, spirit-led Church. I’m still praying for you.
July 20, 2009
That is one of the sweetest things I’ve ever heard, and you really didn’t say much either! You are such a great friend, and person in general, to answer those sorts of questions and to be so helpful to those need some direction. God Bless!