71 billion- That’s the number of text messages analysts at Informa estimate Americans will send in the coming year. The disruptive technology that is text messaging has dealt a huge blow to voice communication. People simply don’t have time to call. What’s more, sending sweet, simple texts is way cheaper than having crucial conversations that often turn sour. Business owners have also taken to text messaging, sending emails, tweets and Facebook updates, anything but actually calling their customers. They do this without realising the potency of voice communication in business marketing.
Importance of Calling Customers
The safety of sending emails and texts often makes business owners hide in their cocoons while promising heaven. Usually, the first ‘actual’ contact with a customer is often via phone call. We all know that first impressions last. It is, therefore, imperative for business owners to pick up the phone and call their customers to establish positive first impressions which will be enduring. Calling customers precipitates dialogue, which is often invaluable to business owners as they get to know their customers’ needs, clarify matters to their clients without the monotonous back-and-forth common in emails and get honest feedback from their customers.
Tips When Calling Customers
Thorough and deliberate preparation is necessary before initiating a phone call conversation with customers. This, however, does not mean coming up with a script. You are good to go if you are aware of what your company does (which you should be anyway). The desired effect is to customize messages based on the needs of the customer you are calling. It also pays to listen. Indeed the message you deliver to your customer should be tailor-made for him or her. This can only be the case after listening attentively to them. If you have an array of workers at your disposal, let them learn from you how to make phone calls that will have the greatest impact. Empowering your team will give you assurance of the quality to be expected when you are not actively involved.
Although straightforward in black and white, making actual phone calls to customers and receiving them is no walk in the park. You are bound to face the cantankerous customers having bad days and the obstinate ones with numerous questions and loathing remarks. All I can say is keep calling, don’t text them.
