We use technology for almost everything. Shopping, entertainment, sharing information and staying in touch can all happen with a tap on a mobile phone, and digital consumption is at an all-time high.
Businesses can and should take advantage of these tools, but we shouldn’t forget the value of an old-fashioned, voice-to-voice conversation. Phone conversations with customers build the kind of trust a text or email can’t.
Are We Losing the Art of Conversation?
In the HuffPost article “Texting and the Dying Art of Conversation,” the author describes how her adult children struggle to keep a real conversation going. After a few strained minutes, their heads go down, their phone screens light up and their attention is gone.
That happened at home, but the same habit is spreading into business. As we lean on technology more, are we losing the skill of simply talking to each other?
Building Relationships Builds Business
Meaningful relationships are the key to winning and keeping customers. Word of mouth is one of the most effective ways to grow a business, and it cuts both ways: a positive recommendation brings in new sales, while a negative comment can drive prospects away.
Are you taking the time to speak with your customers? Good communication is key to any business’s success, whether it happens in person, over the phone or through a professionally produced message on hold. As Pope Francis has said, “The great challenge facing us today is to learn once again how to talk to one another, not simply how to generate and consume information.”
Digital Marketing Works, But It Shouldn’t Replace Human Interaction
Sharing information instantly with a massive online audience has been very lucrative for business. You can target specific markets and put your message in front of thousands of people. But does that build real relationships with your customers and community?
Digital marketing will get your name out there. Adding human interaction, through a phone call or an in-person meeting, makes sure people remember it.
Technology can also work against us. Have you ever texted a client when you could have called or met with them? People feel more comfortable with someone they’ve spoken to or met face-to-face. Being genuine, professional and trustworthy is hard to convey in a text or email.
Keep Every Customer Conversation Professional
Whether a caller reaches your receptionist, your automated menu or a hold queue, each moment shapes their opinion of your business. To sharpen your live calls, from answering the phone to greeting clients to speaking with confidence, read our guide to professional telephone etiquette.
Want your phone system to sound as personable as your team? Contact On Air to learn how professional on-hold messages and phone prompts can keep every call feeling human.
