We have a number of communication options in this age of technology. We can write emails, send text messages (most popular with Gen Y but gaining usage with other generations, too), talk on the telephone (and often leave voice mail) or have face-to-face meetings. We can even fax, but that seems reserved more for sharing documents. (pic courtesy of Mikeon Flickr)
There are pros and cons of each of these methods, and some are better suited to certain types of information and time frames.
As agents we may use some or all of these methods to maintain communication with our clients. And they, in turn, may do likewise.
Do YOU know which method is preferred by your clients? Do you even ask?
And do you have a preference yourself?
- Knowing which method or methods are preferred by your clients, and getting their permission for communicating with them via alternative methods as needed is a very important thing to do early on
- Failure to understand what works best and what is preferred can jeopardize your relationship, since you might be annoying someone you don't yet know very well. And they may not even receive the communication you intended. Some folks, for example, have email addresses but rarely check them.
You should also consider some generational differences. While the "younger generations" may prefer texting, and then possibly email, others may have a stronger preference for more personal contact, on the phone, or better yet in person. Don't make assumptions that certain people will prefer one method over another, however - you may be wrong.
Finally, the method of communication can impact the message that is sent, sometimes negatively (we have all seen emails where people seem to be shouting, or responding negatively, or where the message is not at all clear). Without the benefit of body language, emails and text messages may convey the wrong message, or the wrong intent. And since they are often cryptic, significant information may be lost. Sensitive or emotional topics may be better handled over the phone or in a face-to-face meeting.
And depending on how well you write or what you write, some methods just will not work and can create more problems than the time they save
The following guidelines make sense:
- Always check with prospective clients and folks you do not know well about their preferred method of communication
- Ask permission to use alternative technology (email instead of phone) is that is going to be necessary
- Carefully consider the information that needs to be shared to decide on the best method to communicate
- Be aware that generational differences may favor one mode of communication more than another, but when in doubt, ASK!
- Emotional and sensitive issues may be best handled in a face-to-face meeting, or at least a personal phone call (no voice mail).
- Don't respond right away when emotions are running high with an email or text message
- Keep a careful record of your communications with clients (always a good idea) especially if you are not using email.
- Don't fall into a pattern of only using technology when good old fashioned face-to-face meetings, or phone calls, create a more personal relationship.
By all means, use technology when it makes sense to meet the needs of the client and to save time and be more efficient. Just be sure to keep in mind the recipient, the message to be shared, and how effective a certain strategy may or may not be.
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I was just at a class on this and a 30 year old told the story of going to lunch with a 24 year-old and mentioning she would e-mail him. His response was nobody e-mails any more they use Facebook and communicate with their own group. How old did I feel with out a Facebook account. Come on get with it and try to keep up with the younger generation. I'm too tired time for bed. Let the young people do that. Thanks for the post but I have fallen behind and can't keep up.