How NOT to Make an Impression on the Phone
A listener named Ginger recently contacted me about how to leave a memorable message but still remain professional. We had an interesting exchange, which I’d like to share with you.
Lisa B. Marshall
Ginger: Hi, Lisa. I’m currently working as a phone canvasser, introducing our service and trying to get appointments for the salesmen. Of course, no one likes it when phone canvassers call, and they make up excuses to not bring the decision-maker to the phone.
Often, they want me to leave a cold message with just my name and phone number and nothing about what I have briefly (and I do mean briefly) explained. I’ve been trying to make an impression, and possibly get a call back.
Me: Well, that’s great! Giving a person some way to remember your name (especially if they are struggling with it) is perfectly acceptable and professional.
Ginger: That’s what I thought. So recently, while leaving my message, the call screener asked me what my name was again. I politely reminded her it was Ginger. She seemed uncertain, so I told her it was, “Ginger with the red hair.”
The salesman overheard it and told the owner. The owner of the company seems to think that “with the red hair” is unprofessional. I’ve gotten a lot of flack about it. Is that unacceptable? Is that an attempt at humor that failed?
Me: As I said, I think it’s great to want to stand out, but I think the problem in your case may be the words you’re choosing. Unfortunately, and I suspect this is where you ran into trouble with your boss and the salesmen, some people (particularly men) may interpret what you’re saying (“Ginger with the red hair”) as a bit provocative or suggestive. “Red hair” can have a stereotype attached to it, as can your lovely name. (I read once that a woman with the name Ginger is frequently asked two questions, “Are you a stripper?” and “Is that your real name?”) I’m sure saying “Ginger with the red hair” wasn’t meant to be provocative, but I can imagine how it might be taken in that manner.
Ginger: OMG Lisa, I had never considered that Ginger was a name for a stripper!
And, yes, most people give the reaction “Is that your real name?” as if it was the most intelligent thing they could say. And believe it or not, I’m a dancer. I introduce myself as Ginger. You can’t imagine how many “Freds” I’ve found.
Me: So funny! But that may point out the problem with using “Ginger with the red hair.” Besides that, it’s also a bit ambiguous: do you mean you have red hair, or are you saying like what you call someone who has red hair and freckles? If you want to stick with this phrase, maybe modify it a bit, “Ginger—like what you call someone who has red hair” (but some people may not know that people with red hair are sometimes called “Gingers”).
It would be perfectly fine if you were to say something like…
“Ginger” as in Ginger and Mary Ann from Gilligan’s Island (if the person is over 50!).
If they are younger, you could say: “Ginger” like the soda (pop) Ginger Ale.
Or maybe you could try: Ginger like the asian spice, or if you want to be even bolder “like the zesty asian spice.”
If your name is Ginger, and you have red hair, there’s no reason not to monopolize on the wonderful connection! You could say, “For most people it’s easy to remember my name, Ginger, because I have red hair! But of course, you can’t see me!” That may be a more obvious joke, and may get a chuckle out of the call screener. This will improve your connection, give her a visual which she will remember, and maybe even cause her to actually mention you by name to the person in charge—who knows? But it would be more professional than just “Ginger with the red hair.”
Ginger: Thanks so much, Lisa! I have used the ‘red hair’ reference in other situations, and people have usually appreciated the easy connection. I will definitely try one or all of your suggestions. Thanks for your help!
The lesson to take from this is that memory aids are great, but choose them carefully. Remember when talking to someone in a business context to try to avoid references that may have double meanings. And if you’re on the phone, you may need to add a little description to make a more visual impression. And visual impressions are much stronger than verbal. Next time you try putting this into practice, let me know how it goes!
This is Lisa B. Marshall helping you to lead and influence. If you’d like to learn more about compelling communication, I invite you to read my bestselling books, Smart Talk and Ace Your Interview, and listen to my other podcast, Smart Talk. As always, your success is my business.
Image courtesy of Shutterstock.
About the Author
Lisa B. Marshall Lisa holds masters with duel degrees in interpersonal/intercultural communication and organizational communication. She’s the author of Smart Talk: The Public Speaker’s Guide to Success in Every Situation, as well as Ace Your Interview, Powerful Presenter, and Expert Presenter. Her work has been featured in CBS Money Watch, Ragan.com, Woman’s Day, Glamour, Cosmopolitan, and many others. Her institutional clients include Johns Hopkins Medicine, Harvard University, NY Academy of Science, University of Pennsylvania, Genentech, and Roche.