Why a Smile Really Does Say It All

27th June 2016

How many times a week do you find yourself writing up case notes, completing forms and data entry, prioritising other people’s needs or simply working to meet deadlines and just when you are on a roll of getting things done, the phone rings?

Did you know; when we have to stop what we are doing to take a phone call, that little voice in our head that says Argh, go away I’m too busy can be communicated to the caller? It sure can.

Think about a time you called a business and simply by the way the person answered the phone, you decided if you liked them, trusted them and wanted to do business with them.

Telephone Commutation Truths

  • 85% of the message you give others about how you feel and what your attitude is, comes from your tone of voice
  • 15% comes from your words
  • It’s not what you say, but how you say it that will determine if your customers like and trust you

Do yourself and your customers a favour and smile when you are on the telephone. Research has shown that smiling releases endorphins, which are natural pain relievers, along with serotonin, which is also associated with feel good properties. When we smile, our brain thinks we must be happy, so we get a little release of the good stuff and bingo, you feel better and sound better.

It can take as little as 6 seconds for a fake smile to feel real.

One more reason to smile on the phone; you never know if the person on the other end is ringing to complain. If they hear a voice that is anything other than calm, professional and focused on their needs, game on! It’s easier to complain to someone who answers the phone with a negative tone.

Smiles are also contagious – spread some today.

Contact Lightbulb Training Solutions
0422 476 070

Guest Writer Cate Schreck is the Co-Founder and Service Excellence Coach at Lightbulb Training Solutions


This article featured in the June Edition of Paeds Biz