9  Phone Etiquette Tips for Small Business Owners & Entrepreneurs

In today’s digital world, where talking over the phone has become less common, it’s easy to forget the unspoken rules of proper phone etiquette, especially as a small business owner. Nowadays, many small businesses often automate their responses to customers via email or social media DMs.

Nevertheless, maintaining proper phone etiquette as a small business owner is still important because situations will arise where you need to communicate directly with customers, vendors, or even business partners, and sending an email or quick social media message won’t suffice.

Knowing these unspoken rules of phone etiquette will allow you to better understand and connect with the person or people you’re speaking with and, in turn, ensure that they have a positive experience and are more likely to continue supporting you and your business. As a small business owner, your reputation is key, so you don’t want to do anything to jeopardize it.

Below, check out these nine essential phone etiquette tips to help you communicate better as a successful small business owner.

1. Always Be on Time

Life can get pretty busy these days, and unexpected situations can come up that get in the way of your already demanding schedule. However, as a small business owner, it’s still essential to make calls and answer the phone on time. By being on time, you’re showing that you’re reliable and care about the other person’s time as well.

To make sure you’re better prepared, sit in a quiet space in your home, business office, or wherever you’re working from that day, and do a quick spot check to make sure your device is working and ready to take or make a call. Double-check that your device’s volume is turned up so you and the person or people on the other end can hear you properly.

If you’re using headphones or any Bluetooth accessory, you also want to make sure that it’s connected properly. You don’t want to have any unnecessary static, delays, or interruptions while answering or even during your call, which can make you come across as unprepared and unprofessional.

By being on time, you’re practicing proper phone etiquette and showing value and respect for those on the other end of the line.

2. Start with a Friendly Greeting

The first few seconds of any phone call set the tone for the rest of the conversation. With proper phone etiquette, you want to come across as warm and approachable, and a friendly greeting does just the trick.

If you’re the one making the call, you can start by saying something like, “Hi, is this [Person’s Name]? This is [Your Name] from [Your Business]. How are you doing today?” This introduction lets you know that you’re speaking with the right person while conveying a friendly tone from the start.

Alternatively, if you’re the one picking up the phone, you can answer by saying, “Hi, this is [Your Name] from [Your Business]. How can I help you today?” This shows that you’re ready to take the call and assist with any questions, concerns, or general business matters from customers, vendors, and partners alike.

3. Listen Carefully and Avoid Interrupting

When talking on the phone, it’s easy to get caught up in our own heads without fully listening or accidentally interrupting. However, as a small business owner, you want to strive to practice active listening, which means listening to the other person with care and intent so that you have a proper response ready when it’s your turn to speak.

Practicing proper phone etiquette also means that you avoid interrupting. When having a conversation, whether over the phone or in person, it’s easy to talk over one another, especially in a more casual setting. But, in this case, you still want to maintain a certain level of professionalism that reflects well on you and your business.

If you find yourself interrupting a lot, pause and give yourself a quick reminder to wait until the other person has finished speaking, then re-focus on what’s being discussed. With this strategy, you’ll be able to balance active listening with minimal interruptions, so your conversation can flow smoothly and remain mutually respectful and productive.

4. Communicate Clearly and Professionally

When practicing proper phone etiquette, it’s important to be a great communicator because it shows that you respect what the other person is saying, even if you disagree. Communicating clearly and professionally means being present and expressing yourself in a way that’s easy to understand while still maintaining a respectful tone.

For example, if you’re speaking with a frustrated customer about a product or service-related issue, instead of saying, “That’s not our problem,” try reframing your response with something like, “I understand this has been difficult for you. Let’s figure out a way to resolve this.” That way, you keep the conversation polite and professional and reduce the chances of losing out on future business, too.

Overall, having strong communication skills is key to conducting good business. You want to make sure that what you’re saying is thoughtful, considerate, and easy for the other person to understand.

5. Wrap Up on a Positive Note

While it’s necessary to start your conversation on a good note, it’s just as important to end on one, too because you want to make sure that the other person understood what was being communicated and make sure that their needs were addressed.

On your next phone call, you can take a moment to thank the other person for their time and even ask if there’s anything else you can help with or clarify. Saying something like, “Thank you for your time today. Is there anything else I can assist you with?” shows that you’re caring and attentive to what they have to say.

You can also end the conversation with a simple, “Have a great rest of your day,” or “Enjoy your evening.” This thoughtful sign-off also shows that you value their time and care about the experience they have when doing business with you.

6. Avoid Background Noise

When making a phone call, you want to make sure there’s as little noise as possible. You want to be able to hear the other person clearly, and you also don’t want them to think you’re distracted by something going on in the background. Before your call, find a quiet spot you can sit or stand in, whether that be a noise-free space in your office, at your desk, or somewhere away from any distractions.

7. Take Notes As You Go

It’s easy to feel overwhelmed while talking on the phone, which can cause you to forget what you want to say. To ease any pressure or anxiety, you can keep a notebook or journal handy to jot down and help you remember any important points during your conversation. To prepare even more, you can also create a quick bullet point list the day before so you can stay on track during your conversation.

8. Speak at a Steady Pace

It’s common for nerves to kick in and affect your natural speaking pace while talking on the phone. If you tend to either speed up or slow down your words, try having a mock conversation beforehand with someone you know and trust. It’s a great way to practice speaking at a steady pace that feels more natural and is easier for others to understand, so you’ll be more confident when the time comes for the actual call.

9.  Let Your Smile Shine Through

Even when talking on the phone, it’s important to stay upbeat. Reason being, that it has a positive effect not only on your mood, but on the other person as well. Doing this will help you to feel more enthusiastic and also calm any nerves you may have so that you can easily focus on the conversation at hand. When taking your next business call, make sure to put on a smile as if you’re talking to the other person face-to-face. That way, you’ll be able to give off good vibes and make every call a smooth and enjoyable one.