Turning the Call Around and Taking Control

I play video games because, I like to be in control of something.

Whether that be as Mario in yet another castle-crashing plight to save Princess Peach, as Tommy Vercetti running rampant through a Miami-esque beachfront, or behind the wheel of a four hundred-thousand dollar Ferrari rocketing down the track in the latest Forza, it certainly does feel good when you perceive to be in control of something.

If you work in a blood donor recruitment field, being in control of conversations within your job isn’t just something to yearn for; it’s an extremely necessary proficiency to have. Do you occasionally encounter someone who might be upset that you called them? Yes. It happens. Do you get hung up on or rushed off of the phone line at times? Of course. This happens too. Should you be nervous about how to handle these situations? Not at all. With a little bit of quick thinking, empathy and determination you can always end your conversations on a good note.

As a Conversational Marketing™ Expert (CME) for Incept, I can tell you from experience that being in control of your calls with donors does not have to come off as pushy or rude to achieve the overall goal of strengthening the relationship. Let’s take a look at a few situations you might encounter and how to deal with them effectively.

Exercising Conversational Control

  • Empathize with what your donor is actually saying.

Empathy is a crucial tool within a CME’s arsenal. Conveying empathy to someone shows you understand where they are coming from. Naturally, people are going to tell you what is going on in their lives, and ultimately they are looking for understanding when speaking with you.

  • Dealing with a “runaway” conversation.

Something that is almost humorous – and something that I take pride in – is the fact that when I started at Incept I had only a few conversations with folks that might not have been so inclined to talk to me when they picked up the phone. After a few minutes, however, we were talking like old friends. Good conversations are always awesome to have, but keep handle time in mind. Politely look for the best way to interject in a friendly manner that conveys you are naturally closing the call. An easy example that works is,  “And on that note, I thank you for your time. It has been great talking with you…”

  • Angry or upset customer? Use LAMA to stay in control.

The LAMA technique is something we’ve talked about before and is an invaluable tool that any CME can use. Remember to listen to what your donor is saying; acknowledge what has been said so your donor understands that you heard their concerns or circumstances clearly; make a statement involving features and benefits that connects to your solution; and ask a question to either find out more information you need to know or to provide the opportunity for your donor to make a choice based upon your statement. This is easily one of the best ways to stay in control of your conversations.

When it comes to being in control, people like to feel like they have the power of choice and control over the outcome of a situation. It just so happens to be that your donors aren’t the only ones that can feel that way. So can you!

What other helpful tips do you have for staying in control of a conversation?

For more information about LAMA, please visit McKee Consulting LLC