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Text, e-mail or phone which is best for small business?

This is a changing world and sometimes I have to be convinced about certain changes. For the past few weeks I have been working with a company that presented a challenge to my way of thinking.

When calling the company you will seldom have a live person answer the phone. Instead of the typical message, ” sorry we are not available now, please leave you name and number, etc” the message was: “For better service please text us at xxx-xxx-xxxx or e-mail us at  Please state your needs, and we will respond to you as soon as possible.”

The reason for this method of communications, as explained to me was as follows:

In their small business, the phone was an interruption and by asking people to send a text message or an e-mail, they were able to carefully read the request and give a better answer than a “hurried” phone answer.

They are currently incorporating e-mail and text Messaging as their communications method of choice and are adding it to all their marketing material.

Initially during the past few weeks, i found it bothersome that I could not get a real person on the phone but had to leave a  message. Perhaps,I got trained, and now I communicate only by e-mail and usually get a fast  and  complete answer.

We are still working on adding some voice response, or even a live person to answer, in this case it is the spouse of the owner.Perhaps their idea has more merit than I originally thought; after all, I know get many of my communications on my phone via text and appreciate not being interrupted.


Change is the only constant in our lives, so keep an open mind.

Have a great day!

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