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Confession: as an introvert, I don't enjoy talking on the phone. I know. I know. You say, "Lindsay, you're a communications professional. You, of all people, should enjoy a good phone call."

Truth is, I have to get myself ready for a phone call - talk myself into it. I'm not one to just pick up the phone and chat.

So when I do make a call, there are a few courtesies that I expect in this digital age we live in. Recently, I've been amazed at how few organizations follow these simple steps.

1. Greet your caller

Stop Doing: Whether it's a recorded message or a live person answering the phone, greet your caller! Don't assume they know who is on the other end of the call. What if a visitor to your website calls the number on your contact page? If your voicemail just says "Hello, leave a message," that visitor doesn't know who they're leaving a message for! Also, many of us have our work calls forwarded to our cell phones – if you know you will receive calls that aren't personal, use a professional voicemail greeting (and don't have your kid answer the phone or be the voice on your greeting).

Start Doing: Simply answer the phone, "Hello! This is (insert your name here)." or "Hello, (insert your name here) speaking. Thank you for calling ABC Church. How can I help you?"

2. Turn off the music

Stop Doing: If you have on-hold music, get rid of it! Can you think of a time you heard an on-hold song you enjoyed, sounded clear, or motivated you to stay on the line while you waited? Some churches believe that playing a local Christian radio station, traditional hymns or contemporary worship music is necessary because they're a church. Wrong. It can actually frustrate your caller and send the message that they'll probably be on hold for a long time! That's not good. 

Start Doing: I recommend silence. Let's face it, I'm probably not going to be on hold for more than one minute, right? If you tell me I'll be on hold for a minute, I'll wait and know the silence is normal. 

3. Voicemail

Stop Doing: Recently, I returned a phone call to a potential client. When I called the organization's main number and asked for him, I was told he wasn't in, and they didn't have voicemail so I couldn't leave a message. What a barrier!

Start Doing: Set up voicemail. Whether you need to forward calls to cell phones or use an old-fashioned audio tape answering machine, create a path for the caller. Google Voice gives you one number for all your phones and sets up voicemail as easy to use as email. Additionally, Line2 forwards your business number to your personal cell phone or other number. 

These are only the start of many basic tips that could make up a part two of "Lend me your ears." The important thing to remember is not to create barriers between you and your audience. Ask yourself, how hard is it for someone to get in touch with me or our organization? Can I make myself more accessible? Every barrier is a lost opportunity.

What crazy stories or phone pet peeves do you have?