The solicitor is one of the many call types that, as a receptionist, I handle every day.  As a Ruby, my goal is to handle these calls professionally, efficiently, and cheerfully.  There are a few things I like to keep in mind.

1)  Who are they calling?  Sometimes, the company that the solicitor is calling actually does want to talk to them.  After all, there are several reasons that you might just want to talk to that cold-caller.  I always try to keep in mind that not all solicitations are a bad thing.

2) Identifying the Solicitor.  Usually, a solicitor will ask to speak with “the owner or manager.”  At this point, I will ask the caller their name, company name, and what the call is regarding.  I always assume that they are any other caller until I prove otherwise, which means treating them with respect and speaking cheerfully.  There are two phrases you can use to ascertain whether the call is a solicitation.  Sometimes I say, “May I ask if this is a solicitation?”, but more often than not that gets a confused “Huh?” in response.  The other way to phrase it is “Are you calling to offer your services?”

3) Don’t Name-Drop.  If the call is a solicitation, and the business they are calling does not want to speak with solicitors, I always try not to name-drop.  The reason for this is that if a caller asks for someone specific, my screening techniques are different.  I only ask for the information that the person has requested.  Solictors are notorious for calling back several times, and even if you are able to screen them the first time, if you give out the “owner or manager’s” name, then you might not be able to screen the call the second time.

4) Declining the Call.  This is where it gets tricky.  When you have found out that the call is a solicitation, and you know that the business doesn’t want those calls, you are faced with the task of ending the call and asking the solicitor not to call back.  The phrasing I use is, “Unfortunately I’m not allowed to accept this type of call.  Please remove us from your list, but have a nice day!”  Whenever I can, I use the caller’s first name as well. 

5) Solicitors are People Too.  Personally, I can’t imagine how hard it would be to make cold-calls all day long, getting shut down time and time again (and not always in the nicest way).  That’s why it is very important to remember that even though it is a solicitation, there is still a real person on the other end of the line.  I tend to be especially nice to solicitors.  The other bonus about this is that the screening process is fallible.  Sometimes a real caller can sound like a solicitor, and hanging up on a real caller is never a good thing.  But if you do make the mistake of disconnecting a legitimate call, then at least you’ve done it in a friendly way.

Remember you high school principal, master of suspensions and stern talking-tos? For spelling purposes, you probably learned that this person was your pal—your principal.

In fact, the word principal has many meanings, and can serve as an adjective or a noun. As an adjective, principal usually means primary or main, as in The principal reason I called you in to my office is to discuss your attendance.

As a noun, principal can identify a leader, significant figure, or responsible party. The word can be use to describe a school administrator (your old pal), a lead musician or theatrical performer, or the most important person in a situation.

Likewise, principally is an adverb meaning chiefly, as in Ruby Receptionists principally serves businesses seeking great first impressions.

Principal is also used in reference to money. According to Encarta, principal can be a noun meaning the initial sum of money invested or borrowed, or an adjective describing that sum of money.

The word principle has a more concise definition, and can only be used as a noun. A principle is a rule of conduct, guideline, law, or tenet. A person of good moral principles treats others with kindness and respect. The principles of mathematics explain why one plus one equals two.

To summarize, principle and principal do not have any meanings in common. If the word you are using is an adjective, principal is always the correct choice.

What weighty words, these two!  With definitions concerning money, government, and matters of life and death, capital and capitol are two words everyone should strive to use correctly. 

Thankfully, only one of these words has multiple definitions.

According to Encarta’s online dictionary, capitol has one definition, and one alone: “A building or group of buildings in which a state legislature meets and where other state government offices may be housed.”

Capital covers everything else—capital cities, capital letters, financial capital, capital punishment…and the list goes on.  Unless you are writing about the White House (or another government building), capital should probably be your pick.   Stick with the al ending when discussing capitalism, or describing something as capitalistic, too. 

Remember, where capitol and capital are concerned, capital is almost always correct.  When in doubt, consult your favorite dictionary, but if you’re the wagering kind, capital is your safest bet. 

At Ruby Receptionists, we strive to provide our clients and their callers with out-of-this-world customer service.   Each of our virtual receptionists is skilled in the art of making callers feel special, heard, and appreciated.  This, of course, is no small feat—surely we can all recall a few telephone conversations that left us feeling less than fantastic.  But the tools our team uses are often very simple.  In fact, all it really takes to make a great first impression is a good ear and a little common courtesy.  Here are five simple tips for impressing any caller:

1.    Thank ’em very much.  The words thank you are far too rarely spoken in today’s busy world.  Any thanks you give to your caller will likely be reciprocated and greatly appreciated.  Look for an opportunity to thank every caller—and while you’re at it, aim to say thank you rather than the less formal thanks.  Even complaints or expressions of dissatisfaction can be softened by a Thank you for bringing this to my attention, or a Thank you for your feedback.   If you look hard enough, you can find a place for thank you in any conversation.

2.    Address your caller by name.  People love hearing their names, especially when uttered in a friendly tone.   If your caller gives you his or her name, give it right back.  Addressing your caller by name is a great way to showcase your attention to detail, assure the caller that you are actively listening.  A name usually accompanies a thank you beautifully.

3.    Ask, and ask nicely.  Always ask your caller for information rather than demanding it.  Skip I need your telephone number, and replace it with May I have your telephone number?   Be liberal with please.  This little word exudes professionalism and respect.   They don’t call it the magic word for nothing!

4.    Don’t show what you don’t know.  Even the brightest and best receptionists don’t have the answer to every question.  However, immediately admitting that you don’t have an answer will not benefit you or your caller.  Instead, show your ingenuity, and offer to help your caller find the requested information.  Here are some examples of foolproof replies: 

o    Let me find out for you.

o    Let me look in to that for you.

o    Let me put you in touch with best person to answer that question.

o    I would be happy to research that for you.

o    Great question!  Let me see what I can find out. 

5.    Be your wonderful self.  When fielding calls for a business, professionalism necessarily plays a key part in every telephone interaction.  However, being professional does not have to mean being monotonous, robotic, or boring.  If your caller cracks a funny joke, laugh.  If your caller wants to chat a bit, don’t hesitate to engage your talkative side.  Expressing your natural warmth and friendliness will never fail to brighten your day and your caller’s day.