Every time I call my mom she answers the telephone as if she doesn’t know it’s me calling.  I know she knows it’s me because she has caller ID. And now, she knows that I know that she knows it’s me calling. Are you still following me?

Even that doesn’t stop her from pretending that she doesn’t know who I am when I call. She does this with everyone.

When she picks up the telephone she’ll answers in a very pleasant voice and introduce herself. “Hi, this is Rose.”

Then, as soon as I identify myself by saying, “Hi mom, it’s your favorite son.” She’ll light up and kick her enthusiasm up a full notch or two.

“Hi honey, how are you?”

It makes me feel good to know that my mom enjoys hearing from me. She makes me feel special.

And mom if you’re reading this, it would make me feel even more special if you said, “Hi Bob, how are you?” Just so I know that you know I’m your favorite

What I find really interesting, is that when I visit my mom I notice that she does this with everyone who calls, even my sister Just kidding sis.

This Was A Big Mistake

Throughout my life as a customer service speaker, trainer and coach, I taught people to answer the telephone with a big smile on their face. Looking back, I wish I had not done that, and here’s why.

If you always answer the telephone with a great big smile on your face and a song in your heart, that might leave a favorable first impression, but it’s not going to leave a lasting impression.

The way to make each and every caller feel better about themselves, and better about you, is to perk-up and sound excited as soon as you identify who’s calling.  And just for good measure, do it with everyone who calls. Bankers are people too! Aren’t they?

Thanks for the lesson on likeability mom. It’s served me well.

I love you,

Your favorite son, Bob

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