They Can Hear Your Smile Through the Phone

     In my former life as a business owner, I used to share with our employees that when you answer the phone the person on the other end should be able to hear your smile. That first impression sets the stage for the whole conversation. I wanted the person on the other end of the line to understand that first, our business was thankful that a customer was contacting us, and second that we were glad to have the opportunity to help them in whatever their need was. That first impression whether it was over the phone or when customers entered our store had a great deal to do with over thirty years of success for our family business.
     I carried that same philosophy with me into education as I shared it with our "first impression" team in our office. At times, not often, we would receive calls from parents that were upset or disgruntled about something that had happened at school involving their child. Inevitably, as they should, the parent would call to "discuss" the matter. I explained to both Sandy and Paula that they were the ones that would set the stage for the outcome of the ensuing discussion. It is so much easier to delve into a conversation after a welcoming, positive first touch has been made, versus the person on the other end putting them off or cutting them short with a negative, curt comment. That smile on the other end really does matter.
      In my current position I am welcomed each day by Ms. Debbie Parker. I'm certain that she was hired due to a plethora of positive attributes, yet I would fathom that one that ranked high on the charts was her ability to make you feel welcome and important in receiving incoming calls or even more so with her greetings as people enter our office building each day. That first impression is so critical to success and in setting the stage for a positive experience. I mean take a minute to think about a recent encounter at your favorite restaurant or shop. Whether you consciously realize it or not a big factor in your experience and likelihood of returning to that business was probably impacted by that first thirty second encounter. My thought for you to ponder on this week is this. We have first encounters in our life each and every day. Whether it is in a business, work, or personal relationship, you encounter people, many times the same people, for a big part of your week. What is the first impression you are making? Can they hear your smile through the phone and in your greeting?
     If a simple effort to let our voices send out a welcoming, positive message through a 10 second phone interaction can have a huge impact on the next 2-5 minute conversation, how much more so do we convey with our own body language, words and actions each day? Are you the person that everyone dreads seeing coming down the hallway? Is it possible that you are the one that can turn a half full glass into a desert of despair? Even more important what is your perspective during adversity or conflict? Are you the voice of perseverance in your home and at work, or are you the Eeyore of hopelessness for your family, co-workers, and those you interact on a daily basis?
      Encouraging the church of Corinth, Paul wrote to them in II Corinthians 3:3 "You show that you are a letter from Christ, the result of our ministry, written not with ink but with the Spirit of the living God, not on tablets of stone but on tablets of human hearts." Paul wanted the Christians in Corinth to understand that they were the "first line" of representation for Christ. Their life would be the testament to why others should choose to follow Christ. In Psalm 40:3 the psalmist goes even further with this proclamation, "He put a new song in my mouth, a song of praise to our God. Many will see and fear and put their trust in the Lord." If we are going to make a difference in this world, if we are going to offer hope to the hopeless it will start each day with our first impression, that first 10 seconds of hope that you have an opportunity to share.
    You may or you may not have realized what a tremendous impact you have on those you come in contact with each day. Your voice, your demeanor, and your outlook on life are contagious to those you encounter. It is almost like a chain reaction, you smile and make a positive comment to one person and without even realizing it you have set off endorphins in their brain that create a positive experience. That positive experience results in that person unwittingly passing it along to the next person they come in contact with and so on and so on! Call it a domino effect, the Butterfly effect, whatever you like, but at the end of the day it makes a difference. The next time you answer your phone be sure to let your voice sing out your good news, and along the pathways of life as you journey let your first encounter with those you meet be one that leaves a positive impression, a caring tone, and a message of sincere hope! You may be the only hope that person receives that day. Spread it and smile!
Coach Carter