I’m not a huge fan of phone calls. Yes they’re important and a lot of times they’re a better way to communicate with a customer or prospect, HOWEVER, I’m usually in and out and if I get a voicemail, I listen to it, if I can’t respond right then, it’s often a week or so before I remember to call. SO, I prefer email. It’s a safer way to guarantee a response from me.
I recently asked my banker to have someone EMAIL me to get information about a product I need. A couple hours later I had a VOICEMAIL waiting for me. Not what I asked, and kind of annoying. This morning I went to return that phone call and prayed for voicemail so I could just leave my email to follow up with. And instead? No answer AND no voicemail.
I understand that the banker wants to build a relationship with me. And I understand that there are rules around what they can and can’t do via email. BUT what I don’t understand? Why wouldn’t you do what the customer requests? Even if it means telling them “we need to talk about this because of XYZ.”
Make sure when working with customers that you do what they ASK, and not what you want. I get you want to build that relationship by chit chatting on the phone. I promise you I will like you more if you communicate in the way I ask you to, not the way you want.