Demote Managers Who Don`t Answer Phones

Like you, I have a telephone on my desk. I can't actually remember a time where I didn't have a telephone on my desk. I think it's an important tool in communication with clients, suppliers and associates. Sure, it might occasionally get used to call my mom - but it gets used nonetheless - that's my point.

The difference between my telephone and your telephone is that I answer my telephone when it rings. Heck, I even go as far to use it to return phone calls when someone leaves a message. Unlike the many of you who have become rude, disinterested parties who have an office phone you use to check voicemail messages you're not likely to return.

The tool that once tied satisfied clients with service-oriented humans has somehow, over time, become an interruptive device. Checking your email in silence has become more important than talking to clients, co-workers and suppliers somehow. You now let your incoming calls go to voicemail so you can screen your interruptions. How incredibly selfish of you.

We all know, for a fact, that you have a telephone on your desk and we know whether you return your messages or not. In other words, we know if you're being a jerk.

This is perhaps why, when a company promotes themselves as actually having a live human answer the phone, it presents them with a marketing opportunity to overtake their competition. Rogers now has Live Agent: a toll-free number you call to actually speak to a human. No word on whether the phone is answered in a third-world call center or not but think of how revolutionary this idea is. No voicemail hell. No phone tree frustrations. Just people who answer their phones and guide you to the right department. Also, no word on whether anyone in the departments actually answer their phones or not but you get the idea.

You will never develop a Culture of Service or a Culture of Excellence if the people in your organization don`t answer their phones or return their voicemails. It`s impossible to create a working Corporate Culture if you don`t place some measurement to see if people are actually using their phones or if they are in fact, hiding behind them - as the rest of the world suspects.

You are NEVER too busy to speak with a client. If your office doors are open, you`re OPEN. That means your phones are open too. Answer them and stop being so rude.

There is no argument that can be made for creating silos in your workplace. Anyone who attempts to justify NOT answering phone calls and messages should be put on probation immediately - and demoted if they are in management. Arrogance has no place in building strong Corporate Culture.