15 Aug Does Anyone Still Use a Phone?
I remember, many years ago, when I would visit agencies, they would be noisy. Phones would be ringing, and people would use the phone to communicate with clients. Now, and even before the pandemic, agencies have become much quieter. What was the difference? People don’t seem to talk to each other anymore (I’m sure some families can say that about their family dinners). Whether the discussions are happening via text or email, the phone no longer gets as much use.
I saw a cartoon the other day about rotary phones and how people under 30 wouldn’t know how to use them if they had to. Fortunately, they are now considered antiques.
Don’t get me wrong. There are certain advantages to not using a phone to communicate with your clients, especially from an E&O perspective. If you were to chat with the client on the phone, the recommended next step would be (based on the conversation) to 1) document the conversation in the client’s file in the agency system and 2), depending on the conversation, memorialize the conversation back to the client in some written form (email/letter, etc.). In other words, the process may be considered more efficient, especially if no one is home and you must leave a voicemail.
However, there are times when I think a phone call should be made. Around a month ago, I was talking with the sales manager of one of the E&O Plus agencies and we got on the topic of communication. He commented, “Sometimes I wish my producers would pick up the phone and talk to our clients.” He further commented that one needs to have a conversation with a client and that sometimes a message is best not handled through email. So, while you may gain some efficiency through email, could it result in a drop-off in customer satisfaction?
Have you recently been to see a doctor for a test? You get the test done and anxiously wait for the doctor (or someone from the doctor’s office) to call you to let you know the test results. Most times, you probably call the doctor to find out the test went well with nothing to worry about. One doctor commented, “We only call if there is a problem.” Really? Talk about a drop-off in customer service!
Bottom line, there are times when an email is appropriate, although it has become much more of a “CYA – cover your ___” than ever before. It probably leads to efficiency gains and provides an added level of documentation. But is customer service taking a hit? If your family members only texted or emailed you, wouldn’t that bother you? Sometimes, picking up the phone is the right thing to do. It is much more personal than an email, and showing your customers you care about them is a good thing.
The decision is yours.