Email is the preferred business communication format for most of us and the choice usually makes sense. An email provides a written record of what the parties have discussed and any agreements that have been proposed and accepted (or not).
However, certain nuances of meaning may not be effectively transmitted in an email and for that reason, it is useful to understand when it might be advantageous to discuss certain subjects by telephone. It is also useful to recognize when a face-to-face meeting will most likely be the ideal communication method. Much depends upon your purpose, message and relationship with the other party, whether the topic pertains to a business matter or your personal life.
Furthermore, be sensitive to the time you choose to reach out, whether by telephone or email. Your request for contact may get lost in the shuffle if you email or telephone on Monday morning, late afternoon on Friday, or on the day before a big holiday.
Telephone when you would like to:
- Build a relationship
- Explain a complicated matter
- Apologize for a product or service failure
- Close a sale quickly and successfully
On the telephone, you will more easily convey your authenticity, express concerns, telegraph empathy and build trust as compared to what is usually possible through email exchanges, which can sometimes cause the writer to seem cold and can therefore lead to misunderstanding of intent.
For important goals, be advised that it’s sometimes easier for a prospect to say no when communicating by email, so if you’re hoping to get the green-light for a project or sale, pick of the phone and wager that speaking with you personally will persuade your decision-maker prospect to say yes.
When you must contact someone whom you do not know in order to jump-start a sale, picking up the telephone is what you do. A cold-call prospect who receives an email from an unknown party is almost guaranteed to interpret the outreach as spamming and no ethical sales professional wants that ugly slur attached to his/her name and reputation. Over the telephone, you’ll be positioned to demonstrate that you are both legitimate and trustworthy.
Cold-calling takes considerable resolve and reliable sales data report that it’s effective only about 5% of the time, but you’ll improve your chance of success when you telephone the probable decision-maker. If you encounter difficulty in reaching the prospect, experiment with the time frame; call at 7:30 – 8:30 AM (except on Mondays) or 4:30 – 6:00 PM (not on Fridays or the eve of a holiday). When the prospect answers (s/he will!), ask if it’s a good time to speak.
Choose email when you’d like to:
- Simultaneously communicate with several people
- Generate a written record of the discussion and resulting agreements
- Ask a quick question
Should your cold-call prospect agree to evaluate information beyond what you’ve shared in the phone call, follow-up with an email in which you document the highlights of the conversation, especially time-sensitive action items. Remember to thank the prospect for taking time to speak with you and assess the usefulness of your product or service in his/her organization.
When evaluating which communication method might be most effective when planning to approach a sales prospect, consider first his/her rank within the company and probable decision-making authority, along with what you can learn or infer about his/her priorities, concerns, schedule and even age. Younger and less senior staff members may respond more favorably to email or even SMS (text).
Both the telephone and email have their advantages throughout the sales process. Know the preferences of whom you are communicating with (ask), remember your objectives and use the communication format that will bring to you the preferred outcome.
Thanks for reading,
Photograph: Natalie Wood in Sex and the Single Girl (1964)