Understanding Callers
Two types of callers with different needs, fears, and decision-making processes.
61%
Self-Callers
36%
Loved Ones
Why Caller Type Matters
The first question after your greeting should always be:
"Are you calling for yourself or someone else?"
This immediately routes you to the appropriate questioning strategy and tone.
Key Differences
| Aspect | Self-Callers | Loved Ones |
|---|---|---|
| Emotional State | Personal crisis, vulnerability | Worry, frustration, often desperation |
| Decision Authority | Can decide to come in | Need to convince another person |
| Information Needs | What will happen to me? | How do I get them there? |
| Tone That Works | Peer-to-peer, casual | Professional, reassuring |
| Language | "man," "dude" acceptable | More formal initially |
Pro Tip: With self-callers, "I got you" means "I understand you as a peer." With loved ones, "I got you" means "I'm the expert who will handle this."