- 94% of mobile users have needed to call a business after searching for it on their phones
- Google research shows that 69% of customers use click to call to quickly get an answer and accomplish their buying goal.
- According to a Ringostat case study, more affluent clients prefer to pick up the phone and call in 79 out of 100 cases.
- It was also discovered that forty-seven percent of mobile searchers will look for another brand if there is no phone number associated with their result. - Google
Of course Email, SMS and IM are incredible tools and have increased our ability to communicate across great distances, time zones, language and cultural barriers, but ignoring the power of the phone call is at your peril.
Some small business owners have seen a decline in sales due to their younger Millennial employees sending sales pitches to potential customers instead of making a call. It’s much harder to build a relationship and rapport with a client via email then it is by phone. In a Wall Street Journal article last week “Jason Nazar, a 34-year-old Santa Monica, Calif.-based technology entrepreneur, says his company has missed out on potential hires because his 20-something employees schedule interviews by email, rather than phoning applicants” Jason was quoted saying “If you can do something more quickly and more efficiently by using older technology, then do it,” Many companies are now running full blown training sessions for younger staff on how to use telephones and handle conversations because they realise the power a call can have over any other form of communication. Here are five examples:
If its going to be awkward - Conversations that may be awkward on the phone are more likely to be offensive, misunderstood or even incomprehensible by email. Because awkward phone calls can sometimes turn into catastrophic email exchanges, it’s better to bite the bullet and bear the discomfort.
If you want to build a relationship - Phone calls humanise work communication in a way that email can’t. Spoken words spark collaboration and laughter. We build relationships not by exchanging information but by feeling like we’re together. Moreover, tone and context are easily misread in email, which can lead to unnecessary conflict and damage existing or potential relationships. It is hard to get the EQ (emotional intelligence) right in email.
When you've scheduled it - Calling someone out of the blue can feel confrontational and needy unless you have regular dialogue. This is both a courtesy and a productivity trick: by scheduling when the call will happen and how long it will last, you’re more likely to stick to the agenda and allocated time, and earn huge respect and create a stronger relationship.
If your negotiating - When you’re thinking about whether to call or send an email, ask, “Is this a negotiation or a notification?” Whenever you don’t want something in writing or you’re still talking terms or discussing, phone calls can sort out interests and information without setting anything in stone prematurely. There’s a distinction between sharing data, where one person talks at the other and conversation; where there’s a coming together and more of an exchange.
If it's time to close the loop - If an existing email exchange is persistently unclear or unsettled, a phone call can politely put people on the spot and get a definitive answer. In short, phone calls can remove a digital bottleneck and tie up an exchange so we can move on or forward.
Fundamentally, how we communicate depends on what we’re exchanging. If you’re exchanging cut and dry information, email often suffices. If you’re exchanging thoughts, ideas, opinions or potential terms for negotiation, a phone call may be warranted.
Today, we have infinite ways of communicating information. Matching the right medium with the right topic can save us time and start more meaningful working relationships.
RIPHub, gives users the tools to communicate via SMS, IM or Voice whether for work or personal, from just one mobile device by adding all the users phone numbers and separating them in to different profiles.