The most important part of your job as a Conversational Marketing™ Expert (CME) at Incept, and any other conversational marketing firm, is making donors (or customers) feel comfortable.
There are several ways you can do this, and one of the most important things to keep in mind is that the voice at the other end of the line is a person too. You want to treat them with respect and dignity, and always acknowledge, and respond accordingly to their concerns. By responding accordingly you will be letting the blood donor know that you are listening, which will oftentimes make the donor feel more comfortable. When the donor feels like you really care, they are more likely to be willing to listen to what you are saying.
Simply using your voice inflection in the right places and taking the time to sympathize or understand the donor’s situation will allow you to really make a donor feel comfortable. When a donor feels comfortable they are also more likely to listen to what you have to offer and what you can actually do for them. By building trust with a donor you build a relationship in the long run.
You always want to take the time to fully listen to what the donor is saying, as well. Really listen to their tone, because it will tell you a lot about the situation. The best thing to do when you can tell a donor is upset about something is to be genuinely caring, and allow yourself to show that through your voice inflection and choice of words.
In the end, a comfortable donor is a happy donor. And a happy donor is someone that a blood center like Incept can count on. So simply by making a donor comfortable, you will be building a relationship not just between you and the donor, but also between the donor and the blood center, as well as the blood center and the community. And all of this strengthens the relationship with Incept.
What tips do you have to make a blood donor feel comfortable when you are speaking with them?