Pick Up the Phone! It’s So Much Better Than Email

One time I had an order that was late and I cringed because I knew our last order for him was late, so this was two in a row.  I really, really didn't want to pick up the phone and talk to him, because of the way he screamed at me last time.

In this case though, it was actually a GOOD thing the order was late. It was pretty complicated, with lots of back history, but basically 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. I almost hit send, but 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 how terrible we were and how we were always letting him down. 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.  It’s better for prospecting. It’s better for customer problems. It’s better for relationships. Even if it's not your favorite tool in your tool box, trust me, it's your most effective tool.

What has your experience been like? Share with me in the comments!

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