January 13, 2011


The phone rings. I pick it up and a familiar question comes up: “With which of your names would you like me to address you?” (I have middle name.) I know what I will go through but I put a smile on my face and convey my preference to the person calling me. Thinking that “Only a marketing person can understand the problems of another one” I let the person on the phone continue speaking.

Most probably the success of such operators depends on the number of calls they make. Therefore, the operator gives me a long message within a short period of time, making it impossible for me to understand all the words. Then he has a request, which comes natural since he didn’t call to ask about my well being. This request can range from immediately paying for some check-ups to accepting someone to visit me at a certain date and hour to have him explain their products and services.

Usually I thank them for the courtesy they have shown to me and ask them to send me in written form what they have just told me before I make this investment. Leaving aside one or two exceptions, I have never received any such written information from these operators.

You might be talking about the services supplied by a certain bank or discussing the sales of the shares of a company. In all such cases you need to send to the person you have called a written message summarizing what you have talked about on the phone, including the benefits you are offering. Otherwise, just like me, the other person will listen – or seem to listen – to you with a grin on his face, and you will only gain the knowledge concerning with which of his names he prefers to be called.

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