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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 xxx@xxxx.com  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.

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

Have a great day!

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