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Sean Murray: So let me ask you, Johny,
because you said you worked in some sort

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of telecommunications before, what kind
of tips on etiquette? Could you give us?

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Johny Fernandez: Yeah, so I think the
first thing to realize is when you're

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making a phone call, especially to
leads, you know, in my jobs, we were

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trying to get people from an alumni base
to donate. And to convince them pretty

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much to get our product, the first thing
to do is have a script. And sometimes,

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you know, you can save verbatim, but I
always like to personalize my scripts.

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Because you know, whether it's making a
real estate call, or whether it was for

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this job that I had, or whether it's for
lead with MCA, it's really important to

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customize your trip, because number one,
you don't want to sound like a robot.

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And the second thing you want to sound
like yourself when you're talking on the

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phone. So it's really important to have
a script and even if it's just bullet

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points, but know that these are the
points we're going to get through when

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it comes to making this phone call.
That's really important. And then it

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kind of gives you a game plan. I like to
have game plans, and it gives you a game

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plan of what we're going to talk about.

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Sean Murray: Okay,

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Johny Fernandez: That's one of the first
things I would definitely advise others

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to do.

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Sean Murray: Okay. And, you know, what
happens if people are angry on the call?

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Are there any ways to kind of just
defuse the situation?

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Johny Fernandez: Yeah, so I think when
people are angry, and you know, they

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want to hang up, or they say all types
of different words to you, you have to

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remember that that's expected and it's
not personal, they don't know you, they

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don't know your life, they don't know
what you look like, this is just based

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off of a phone call. And these people
don't, you don't know how their days

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gone, or you don't know, you know, you
might have caught them at a bad time. So

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prepare for that. But don't take it
personal, that's one thing you have to

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remember is to not take it personal,
because I feel like a lot of people hang

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up the phone. And if it went bad, they
take it very personal, and they bring it

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with them, you know, to their house, and
emotionally, they're just drained. And

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they really just focus on this one thing
that happened that this phone call is

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probably anywhere from a minute to five
minutes, you know, and at the end of the

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day, it's too simple, because you cannot
take it personal. And it also you know,

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your demeanor, how you speak, you know,
that will also kind of sway and guide

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this conversation. So you have to also
take into consideration if you are

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getting cursed setting, you are you know
getting screamed at you have to take a

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deep breath and either meet them halfway
and try to simply be very empathetic

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with them. But also realize that
sometimes a phone call is just not going

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to go well and just end it.

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Sean Murray: Okay, now what happens?
What happens if they really get under

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your skin? it? Is it best to kind of
take a step back? Or is it ever

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appropriate to kind of, you know, kind
of hit them back with with some?

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Johny Fernandez: Yeah, great question.
So something that's to remember is that

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you have to realize that sometimes
taking a step back, because you don't

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know what this person has gone through,
you know, is always my preferred method,

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because you can call them another day.
And their tone, attitude can be

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completely different because they had a
bad day. And you may win them over that

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second phone call. And if you curse them
out and are nasty with them, they will

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always remember that they will always
say and pretty much memorize that

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number. That guy curse me out from X, Y
and Z company.

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Sean Murray: So you're sabotaging
yourself in a way because they're just

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they could just be having a bad day. All
right, and now you've responded in kind,

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but now you've ruined any possibility of
salvaging it later.

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Johny Fernandez: Correct.

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Sean Murray: So let me ask you, because
we were talking about this a little

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earlier, there's a lot of different
generational approaches to phone calls.

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For sure some people don't even like to
call it all they want to text and stuff.

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But we were talking about voicemails.
Correct? How important is it to leave a

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voicemail? And are there any tips for an
effective voicemail?

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Johny Fernandez: Yeah, so that's a
really good question. I know a lot of

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people, you know, millennials,
specifically, a lot of them don't like

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to do just a cold call, or just pick up
the phone. For some reason, you know,

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millennials and the next generation
after that they're very into the phone

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into texting and hiding behind the
keyboard. But I think and I'm a firm

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believer that when you leave a
voicemail, when you make a phone call,

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it's going to be different because we're
also we are also dealing with another

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generation of people that don't know how
to text, don't hide behind keyboards.

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And there's something about leaving a
good voicemail that makes all the

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difference in the world. I'm a firm
believer when you're leaving a

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voicemail, keep it short, and be very
clear, say your name, your purpose of

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the phone call, and then say the number
for them to reach you at and say that

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number twice, because sometimes people
don't really hear or they're not paying

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attention to the first time you give
that number to that first number. So say

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it twice repeated, and it's okay you
don't look like an idiot. I do this all

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the time. My example is hey, this this
is kind of how we go on leave a

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voicemail. My name is Johnny Fernandez,
I'm giving you a call for X, Y & Z

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purpose, if you can give me a call back
at and I say the phone number

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212-222-3333 that number again
212-222-3333 I hope to hear from you

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soon. And make sure you hang up
properly. That's something that I

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realized at this job when I had years
ago when I was making phone calls.

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Sometimes you don't hang up the phone
and you think you do. And that voicemail

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will pick up everything afterwards. So
if you're tired, and you say something

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you like you hang up the phone, and it's
still recording and you say something,

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man, I'm so tired. They're gonna hear
that. So imagine like, I'm not going to

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call that guy back. Yeah, heck, no, I'm
not gonna call him back. So make sure

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you hang up properly. And then take a
deep breath and move on. Go on to the

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next one.

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Sean Murray: Those are great tips.
Appreciate that.

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Johny Fernandez: Yeah, no problem. It's,
it's something I'm really passionate

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about. Because I realize not everyone
knows how to make phone calls. And it's

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something that I really, it really
caught my attention the last two years

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that these simple tips will help other
people. And they're very simple, but for

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many people, it's hard. And they don't
have that confidence and the comfort to

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make a phone call. Yeah. And something I
will also say is people pick up on your

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tone of voice. So make sure when you're
making a phone call, make sure you know

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why you're making that phone call. And
make sure you're confident about it.

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Make sure you know you pick up and you
know you speak with confidence because

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people are gonna pick up when you're not
confident when you're having a bad day

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or your tone of voice. And that's going
to make the whole a massive difference

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in whether they want to do business with
you or not.