Pick Up The Phone…It’s So Much Better Than Email

One time I had an order that was late and I knew the customer would be FURIOUS.

I really, really didn't want to pick up the phone and talk to him, because he was the type who wasn't afraid to really let you have it and it made me uncomfortable, and maybe a little scared.

In this case though, it was actually a GOOD thing the order was late. You see, we had slightly changed the design of the rolling cart, and instead of sending him the old design, we were waiting a few weeks so he could get the new design, which really would be much better in the long run.

I drafted an email to explain it all. And then I had this annoying voice in my head saying, "Just call him. He's not going to read this long email."

I finally picked up the phone and at first he was furious. I had to get through the first several minutes where he complained about all kinds of other things that were totally out of my control. After letting him vent a bit, I explained about the order and he completely changed his tune. He still wasn't thrilled, but it made sense and he was ready to move on to the next fire in his life.

Most of the time, picking up the phone is so much better. Even for prospecting, my research shows that customers get SO many more emails than phone calls.

The phone is kind of a lost art, but the smart sales reps will keep using it, even if it's not your favorite tool in your toolbox. Trust me, it's your most effective tool

Do you agree? What has your experience been like? Let me know in the LinkedIn comments!

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