Handling Phone Calls for Leo

Many times people will call and ask for Leo when they don’t really need to talk to him. Since his name is on the building and on the promotional materials that we send out, they ask for him. Leo doesn’t have time to take every call when it has to do with some area that he doesn’t handle directly. If someone is calling about advertising, they need to speak to the Marketing Manager. If someone is calling about janitorial services, they need to speak to the Estates Manager. So before routing the call to Leo, find out who they need to talk to by asking what the call is regarding.

“May I ask what you are calling about?” Let them tell you what they want and then give the call to the appropriate person, i.e. sales calls go to a salesperson, repairs go to someone in the repair department, buys go to an estate buyer, etc. Say, “Let me have the buyer talk to you. She’s in charge of buying for Leo.” Most people don’t have a problem with that.

If they insist that only Leo can help them with their business, or they are a friend or such, take a COMPLETE message with full name and phone number where they can be reached.

Leo may be expecting calls from people. You can screen to find out if this is a call he needs to take. For example, you say, “Who is calling?” and then “What is it that you are calling about?” Be persistent in finding out – legitimate callers won’t have a problem telling you. Be helpful, and have the attitude that you are merely trying to better help this person and Leo, by finding out what they are calling about.

If the caller seems to have a problem with the screening process, or won’t tell you what it’s about, they are probably a salesperson trying to get through to someone high in the company. Be polite, but insist that you get the data before the call is routed anywhere.

If they ask for “the owner” or “the manager” they definitely should not be routed to Leo! Again, ask, “Who is calling?” and then “What is it that you are calling about?” They are probably selling something. Find out what they are calling about and route the call to the appropriate terminal. Leo is not interested in lawyer services, real estate, investments, etc.