Imagine this: you've worked for hours putting together the
proposal that your prospective client requested and are finally ready
to hit the send button. You envision the recipient checking e-mail
immediately and contacting you within a few hours to seal the
deal. You have a mental picture of yourself signing the contract and
depositing a nice check into your account
What you don't know is that your prospect doesn't check e-mail
everyday. You failed to ask what form of communication this person
prefers. Sadly for you, your competitor was on the ball and asked,
"How would you like to receive this information?" By the time your
e-mail proposal is opened and read, the deal is done, but not with you.
Maybe you called the prospect, who was not in, so you left the
information on voice mail and waited all day for a response. As it
turns out, this person only checks voice mail at the end of the
day. Once again, your competitor knew this.
We are absolutely overwhelmed with ways to transmit
information. Current studies indicate that e-mail is the business
communication tool of choice. However, many people still prefer the
telephone which has been an office staple since Alexander Graham
Bell spoke to Mr. Watson from another room. That device is no longer
fixed to the wall nor does it reside only on the desk. We can have
our cell phones with us wherever we go and use them whenever we feel
like it. Some people live by their cell phones so you can forget the
office line.
The phone, whichever type it is, comes with all sorts of features and
options including voice mail, caller ID and calling waiting. An
added bonus to cell phones is text messaging. There are people rarely
speak directly to others. They just send or leave messages.
There is the fax machine, which only a short time ago was absolutely
revolutionary. Many fax machines only gather dust these days as a
result of e-mail, but for some people, fax is more convenient for
transmitting certain information. For a few souls, snail or
old-fashioned postal mail continues to serve a useful purpose. They
like originals.
We all have our preferred means of communication. If you want to be
successful, grow your business and develop good client relationships,
find out how your clients want to communicate. Just because you
think that e-mail is the most efficient tool doesn't mean that your
clients and prospects like to sit in front of a computer all
day. Some may prefer to use the phone so that they can discuss
issues and gauge reactions - something that is hard to do with
e-mail. Others may be more comfortable getting your proposal in person.
Respecting your client's communication preferences is not just a
courtesy, it's good business. It's not about you; it's about your client.
Lydia Ramsey is a business etiquette expert, professional speaker,
corporate trainer and author of MANNERS THAT SELL - ADDING THE POLISH
THAT BUILDS PROFITS. She has been quoted or featured in The New York
Times, Investors' Business Daily, and Entrepreneur, Inc. Her
programs, products and services are available at http://www.mannersthatsell.com
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