Stop Being Scared to Text a Customer!

I used to worry that texting a customer was crossing a line. It felt too casual. Too personal. Like I’d be bothering them outside of “professional” channels.

So, I stuck with phone calls and emails. I assumed that’s what customers wanted, but one day I overheard two nurses chatting in line to get coffee while I was working in the hospital lobby. They were lamenting about how much they hated having to read through emails and just wished everyone would text them instead.

It was then that I decided to add this question to my research database. I wondered if these nurses were an isolated case or I’d been misunderstanding customers all along. I went out and asked hundreds of customers across industries about their preferences. And I was shocked.

86% said they like texting with vendors — as long as they already know them.

Here’s what they told me:
👉 “Email takes forever. I just want a quick answer.”
👉 “I hate long voicemails. A text saves me time.”
👉 “It feels more human — like you actually respect my schedule.”

In other words, the thing I was avoiding because I thought it was “unprofessional”… was exactly what customers wanted.

Of course, there are rules:
🛑 Don’t text at midnight. (Side note: Did you know you can now do a “send later” if you have an iPhone? It’s a new feature, give it a try!)
🛑 Don’t write a novel.
🛑 Don’t use it for bad news that needs a record.

When used right, texting is one of the fastest ways to build trust. It makes you easy to work with.

So, the next time you hesitate with your thumb hovering over “send,” remember this: Customers don’t think it’s unprofessional. They think it’s practical.

And practical wins.

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

Would you like for me to come speak to your sales team or conference?  Click here for videos of me speaking and book a meeting with me to get pricing info!

New AI Webinar Offerings in October!

The Future Is Calling: AI for Sales Today

AI isn’t the future of sales — it’s already here. And the sales reps who learn how to use it today will outsell the ones who wait.

In this class, I’ll show you practical, real-world ways to put AI to work in your sales role. No hype, no jargon, and no wasted time. Just clear, simple tactics you can start using immediately.

I’ve spent years in sales — first as a rep in the trenches, now as a trainer and researcher studying what actually works with customers. I’ve seen enough “shiny objects” come and go to know the difference between hype and tools that actually move the needle.

AI is one of those tools. It’s not about replacing salespeople — it’s about giving you an edge.

The future of selling is already here. The only question is whether you’ll be ahead of it, or catching up.

Just one hour (plus an optional 30 minutes of interactive demo). $79.

Simple, practical tools you can start using the next day.

👉 Ready to make AI your sales superpower? Join me on October 16th! 50 participants per session max so get signed up quick! This would be especially good if you're searching for a new job.

Give yourself the gift of a new skill set to brag about during your interview!