The Freelancer's Guide to Giving Good Phone

I don't like talking on the phone. I always get a bit nervous when a potential client wants me to call, rather than send an email. I think a lot of it has to do with the fact that I feel much more confident in writing. When I email a client, I can write out an articulate response, put the right tone in, proofread and check everything over to make sure I'm saying what I want to say, and think about it for a bit before I send it. When I'm talking on the phone--particularly to a new prospect--I have a split second to make a good impression. Here are a few things I do to make sure I don't screw it up.

Write down what you expect to be asked, and what you plan to say. Maybe you know exactly how to improve Mr. Prospect's website copy. But when he asks, your answer doesn't come out as brilliantly as it sounds in your head. Maybe you say "um" a lot. Maybe you suddenly forget the word "benefits" (I swear, stuff like this has happened to me before) and you suddenly find yourself groping for a synonym or going "um, you know, those things that tell customers why they, uh, you know. Starts with a B." To prevent any unfortunate stumbling, write down your responses to the questions and comments you expect. Read them aloud a few times to make sure they sound natural. You don't have to read from the script when you call, but the info is there if your brain suddenly freezes.

Do your research. Don't go into a call cold. Check out their website or catalog. Have a few things in mind to say if they ask you something general, like what you think of their website. Get a sense of who you think their target audience is, and look around to see what some of their competitors are doing. Make some notes to yourself before you call.

Remember: You know your stuff. Sometimes I get nervous because I'm afraid someone might ask me something I don't know. But it's important to remember to keep in mind what you do know, and keep the focus on that. I may not know a lot of things, but I sure as heck know how to write. Remember: you know your stuff. Have confidence in that.

Practice before calling. Nothing freaks me out more than having someone pick up and suddenly blurting out the wrong pronunciation of the prospect's name. Practice saying what you want to say before calling. If the prospect's name or the business name is long, complicated, and full of alliterations, say it to yourself a few times before calling. If you've jotted down your responses to questions you anticipate, practice saying difficult phrases--or better yet, break difficult phrases and words down into something easier to say. You want to make this as easy on yourself as possible, and you don't need big words to sound smart.

Breathe. You want to sound upbeat, energetic, confident, and delighted to speak to the person on the other end of the phone. If you're nervous, you probably won't come off that way. To keep the jitters out of your voice, take a deep breath as you call. Let the breath out on your "hi" and let the energy carry you through your opening sentence. Breathe deeply as you talk and support your speech with your breath. Breath support is important in singing, but it can also make your voice sound more confident, energetic and authoritative when you're talking to clients.

So next time you get an email from a prospect saying "give me a call," don't panic. Instead, get prepared, email back to set a time, and go from there. With practice, you'll be just as comfortable on the phone as you are in writing.