EBizInsider

E-mail might not be enough and a phone call might be too much. So, what exactly is the best way to communicate in different situations? Day to day, we all need to communicate with the world and workforce around us. We all need to keep our schedules synched and we need to keep the world informed and there are so many means to accomplishing this. In other words, the right way to “reach out and touch someone” will change with the specifics of the situation. It is up to you to adjust your method of communication accordingly to be a complete success in business.

Say you’re a successful online retailer that sells clothes for professional women. You’re at the computer when a Live Chat Message pops up. It is your best customer wondering what sizes you have in the black blouse on your homepage. In pops an instant message from a co-worker asking, “Where the heck did you put the packing tape?” As you are typing your answer, you see the window pop up for a new e-mail message. It is your drop shipper changing his pricing, ‘What now?’ You ask yourself. You open the e-mail only to see the charges went up drastically with a side note that they are sorry but shipping costs are unbelievable!! Go figure.

Your customer initiated the inquiry by Live Chat so you respond using that. Simple. You answer your co-worker’s question. That was easy – and fast. Now you sit and ponder how to best voice your frustrations to this company you have been dealing with for the past 11 years. With increasing communication tools, comes increasing demand for response. You need to evaluate what the best medium for communication will be?

• Picking up the phone?

• E-Mailing?

• Instant Messaging?

Depending on the situation, using some or all of your communication tools will work. Just think about what point you are trying to express. E-mails and IMs are a great communication tool, especially if you are including specific instructions or directions. The written word can sum up a situation or a list of tasks precisely. However, written words can be taken the wrong way, especially if you are trying to convey nuance or emotion. A phone call may be the better way to go when you need to express your feelings rather than leave your feelings up for interpretation. As they say, “Others can see you smiling or frowning on the other end of the telephone; they can hear your concerns or just feel your emotion.” Inserting smilies might work – but don’t count on it. They can also be interpreted as too informal or just plain silly.

So – in this situation where you need to discuss a lousy situation, pick up the phone and call your distributor so you can calmly discuss your concerns and hear their immediate response. A live conversation gives you the opportunity to massage a situation where a written message may be taken as cold or misinterpreted altogether. It also gives the person with whom you are speaking a chance to fully explain their side of the issue and “reach out and touch” you, too.

After the phone call, send a follow up e-mail thanking them for listening and summarize the call.

We’re fortunate to have so many tools at our fingertips but remember; with increasing communication tools, comes increasing demand for a proper response – and choosing the method of reply is paramount. When it needs to be specific and clear, write it out. When it needs to reach out and be flexible, to connect at a more emotional level, act accordingly and pick up the telephone. When in doubt about how to utilize them and which direction to take, remember to treat your customers as you like to be treated when you’re a customer.

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