🎧 Transcript

Joseph: So you tried to call the client and it didn't go well?

Sana: I called and someone else answered. I said "Hello, I am Sana, I want to speak to Mr. Davies."

Joseph: OK, a few things. First — on the phone, say "This is Sana" not "I am Sana." Second — "I want to speak to" sounds demanding. Try "Could I speak to Mr. Davies, please?" or "I'm calling for Mr. Davies."

Sana: OK. And they said he wasn't available. I didn't know what to say.

Joseph: You have three options. "Could you ask him to call me back?" — that's a callback request. Or "Could I leave a message?" — you tell them what to pass on. Or "When would be a good time to call back?" — you'll try again yourself.

Sana: I said "I will call later" and hung up.

Joseph: That works but it's vague. Better: "I'll try again tomorrow morning. Could you let him know I called?" Now he knows you called, and you have a plan.

Sana: And if I get voicemail?

Joseph: Keep it short. "Hi Mr. Davies, this is Sana from ArchiStudio. I'm calling about the project timeline. Could you give me a call back when you get a chance? My number is... Thanks, speak soon."

Sana: Name, company, reason, request, number.

Joseph: Exactly. Five things, 15 seconds. Don't ramble — voicemails that go on too long get deleted.

Sana: What if I need to be transferred? The receptionist asked me something and I panicked.

Joseph: They probably said "Who shall I say is calling?" — that just means "What's your name?" Answer: "It's Sana from ArchiStudio." And if they say "I'll put you through" — that means "I'm transferring you now." Just wait.

Sana: "I'll put you through." OK. And "bear with me"?

Joseph: "Bear with me" means "wait a moment, I'm working on it." You hear it all the time. Don't confuse it with "bare" — completely different word. Just say "Of course, take your time."

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