Monday, October 3, 2011
Email and Text Replacing Telephones
The way people communicate in business is changing and one big change is how people react to email. In today’s business world, people are responding faster to email inquiries as opposed to telephone voice messages. Printers need to review how they are communicating with their current customers and prospects and whether or not they need to change their procedures.
Several LinkedIn discussion groups have discussed how email is changing how the sales people are reaching customers. You may want to consider email as part of your approach to gaining leads and follow ups on estimates and quotes. Because of email, customers are expecting estimates in hours. Printers should be following up on estimates within hours since decisions are now being made faster because of email.
One procedure every printer should practice is getting the customer’s email address when getting contact information. Not only will you want email addresses to contact customers about their orders, but you will also want the address so you can start emailing newsletters and other important information. Email newsletters should complement the printed newsletter because different customers will want the information in different ways. You will want to make sure that you have permission to use a customer’s email address for your newsletter and other marketing material.
Texting is fast becoming a common way to reach customers. Experts predict businesses can soon expect the majority of contact with customers be via text messaging. Younger customers already response quicker to a text message than an email or a telephone call. Printers will have to start learning more about Short Message Service (SMS). SMS is a text messaging service component of phone, web, or mobile communication systems that allow the exchange of short text messages between fixed line or mobile phone devices. You can text message from your phone or from a computer.
You may want to start asking customers what is the best way to reach them: telephone, email or text message. It will be cumbersome in the beginning, but as more younger print buyers start using your services, you will need to be able to easily contact them.