What Does Your Tone of Voice Say about Your Business?

We’ve all heard the saying, “It’s not what you say, but how you say it.” No one is going to listen very long if you’re speaking gibberish, so your content does count for something; however, science supports that your tone, pitch, inflection, loudness, and pacing can be as important as your words themselves. And, without body language and visual cues, these auditory signifiers can become even more crucial over the phone.

Take your basic telephone greeting, for example: “Thank you for calling ABC Company. This is Ruby. How may I help you?”

  • Said quickly and without pauses, your caller may conclude that you’re in a rush and too busy to help them. Even though you just offered to help them.
  • Uttered in a high pitch and/or very softly, your greeting could sound timid or uncertain – neither of which is exactly trust-inspiring.
  • Placing the wrong emphasis on the words in your salutation could lead to a sarcastic tone, which could confuse or offend your caller.

Already, your caller has inferred so much, and it’s only been a few seconds!

What can you do to soften your tone and create the right impression for your business every time you pick up the phone?

  1. Avoid falling flat. Using a monotone voice may convey sadness or disinterest. A melodic rhythm, on the other hand, expresses cheerfulness and warmth.
  2. Deepen your pitch. You’ll sound more confident, and you may feel more confident as well!
  3. Slow down. While some pace-matching will make callers comfortable, if they’re upset or angry, it’s best not to mirror their emotion by speaking swiftly. Articulating slowly will show that you’re composed and collected, and reassures your caller that their trust is well-placed.

Feel free to give Ruby a call at 866-611-7829 to hear firsthand how we use tone (and diction) to create stellar experiences for callers. As a client once told us, “It’s like getting cupcakes through the phone!”

Photo via the Vancouver Film School

Additional reads you may find interesting...

View All
Person talks on phone in snowy outdoor environment
Small Business Tips

How to manage difficult customer conversations this holiday season: 3 examples + tips

2021 Legal Trends Report: gavel with scale of justice on desk
Legal Practice Tips

Clio 2021 Legal Trends Report: in summary

Content marketing and social media tips: side view of photo editor working in a creative office
Small Business Tips

Content marketing & social media: 4 easy tips for getting started

A single pine tree on a rocky summit
Small Business Tips

Meeting customer expectations during a holiday season like no other

Person at desk in front of computer waiting on phone
Receptionist Tips

Have trouble handling the emotional weight of phone calls? You’re not alone.

Choosing a business number: overhead view of faded yellow vintage telephone with notebook and numbers on monochrome background
Small Business Tips

What your phone number says about your business

How to find and analyze your website traffic: two people look at a computer in a bright office space
Small Business Tips

How to find and analyze your website traffic

Using virtual receptionists for part-time answering - Ruby

Using virtual receptionists for part-time answering

What is a conversation worth: illustration of a confused person with complicated calculations hovering above their head
Small Business Tips

What is a conversation really worth? We calculated the exact dollar amount.

Top 3 legal marketing strategies for 2022: man looks at laptop
Legal Practice Tips

Top 3 legal marketing strategies for 2022

24/7 live chat: a Ruby chat specialist and a potential new client use computers in split screen with a live chat window between them
About Ruby

How Ruby’s 24/7 live chat solution grows your business and saves you time

Why empathy matters for your business: person listening to another person in cafe with laptop, papers, and coffee
Small Business Tips

Why empathy matters for your business

SEO and branding: star-crossed lovers—an illustration of two people with crowns surrounded by flowers
Small Business Tips

SEO and branding: star-crossed lovers

Title card: Authentic small business marketing with Jamie Adams of Scorpion

Ruby partner feature: Authentic small business marketing with Scorpion

Using chat as a sales tool: hands using laptop
Small Business Tips

4 ways to leverage live chat as a sales tool

Try Ruby Risk Free

Call to talk to a live virtual receptionist and hear why 10,000+ companies Ruby.

Call Ruby Sign Up
Sales Support

Already a Ruby customer?

Let’s get started.

Ready to turn more callers into customers?

Missed connections translate to lost revenue. With Ruby, you have a partner in gaining and retaining customers. Plus, we’re so confident you’ll love our service, we offer a 21 day money-back guarantee*.

*Ruby is delighted to offer a money-back guarantee to first time users of both our virtual receptionist service and our chat service. To cancel your service and obtain a full refund for the canceled service (less any multi-service discount), please notify us of the service you wish to cancel either within 21 days of your purchase of that service or before your usage exceeds 500 receptionist minutes/50 billable chats, as applicable, whichever occurs sooner. Some restrictions may apply.