Of all the ways available for us to communicate, face to face is clearly outright winner. There are so many signals sent when you can see someone that there is a whole separate dialogue going on that tells us all instinctively much that we need to know. This is part of being human, and yet we will go a long way to avoid it if there is a quicker, easier way that avoids direct contact.
A telephone call is good. Did you know you can only hear 10% of a person's real voice on the phone? Our brains can fill in the gap in knowledge but it is not competition for face to face and so comes a distant second.
Then there is a letter. Handwritten always used to be the best, care had to be taken with the construction and tidiness - it could not be rushed. A good writer can convey a great deal. Sadly this skill is diminishing. Often a hand written letter these days is an precursor to bad news - no longer simply an effective and enjoyable form of communication.
Then there is email. Where do I start? Email is so immediate, convenient and accesible that it has become nothing more than a shortcut tool for busy people with complex lives. A tool that allows one to avoid real contact and indeed, sometimes, reality. I don't like email, but I always adopt technology and have been emailing for as long as it has been possible. But let's face it, 90% of the real message is lost in emails and, because they are ubiquitous, senders often fail to read them back carefully and consider the message they wish to convey.
In easy last place is texting. I use it, but no one will ever persuade me that it provides anything other than convenience. Most of the time it is used to avoid proper communication.
Sadly, both personally and in business there is no way of avoiding these short form types of communication and both business and customers are worse off for it.
I get a lot of emails, most of them want to sell me a service. Here are my rules to help you succeed:
1. A personalised approach is always best. Follow up a written and interesting letter/email with a call. Do some research first though. Am I really the right person to talk to? For example I don't approve contractors, I don't place orders, I don't buy office supplies etc. etc. Find out who the right person is.
2. Don't send me standard generic emails. I delete them. You got my name off a list. I didn't ask you to contact me.
3. Don't just add my name by way of personalisation. Personalise it properly and there is a chance I will read it.
4. Just because I have LinkedIn with you it does not necessarily mean I want to do business with you. If I do I will almost certainly let you know.
5. Cold calling does not work at all.
6. Pretending I know you does not work. Being extra 'chummy' really gets my goat.
7. Business is a two way street. We are more likely to have a meaningful conversation if you have something I want and vice versa.
8. No, I do not want a table for ten at a sporting event in 8 months time. If I do I will hunt around for the best price. Usually cheaper than yours.
If you don't want to sell me something then pick the phone up to me or email me with a clear summary of the opportunity or the issue. I always read my important emails.
1. However do not expect me to respond within 10 minutes. 4-5 working days is not unrealistic, but it depends on many factors.
2. If it is an emergency - am I the right person at this stage?
3. Be courteous. I am always so.
4. If you have never met me I cannot be your enemy. Step back and tell me why you are frustrated and/or angry. I will always try to help if I can.
5. Don't withhold your number. I am naturally suspicious.
6. Don't ask your assistant to set up a call unless you are a.) Royalty, b.) almost as important.
7. Just because my 'out of hours' is not on, it doesn't mean I am not on holiday. I always keep an eye on things and pass on important stuff to others if I am away.
8. If you email me please spell check your communication. Then sense check it. Then click the correct 'send' button. It happens, it can be embarrassing, or worse.
If you get a glimmer of interest from me, I suggest you buy me coffee somewhere convenient or come to my office. If you want to sell me something then you should come to me.
Call me old fashioned but I like to meet people, assess the cut of their jib, look into their eyes. I've got it wrong once or twice but mostly my instinct is right. The best people to do business with have sometimes been those with the least likely proposition. Indeed, sometimes a problem has been turned into an opportunity for both of us.
The good news is that I think we are starting to relearn communication skills, particularly written. As you will have gleaned, I like blogging and there are many thousands of brilliant writers out there now using this technology to get their views or interests out to a wider audience. Twitter may not add to written quality but it does throw up links to the most interesting and widely varied participants in blogging - across the globe. I am a convert to the way that technology is shrinking the world and outing the fanatics to the ridicule of the majority.
However, those are big themes. I would just like you to pick up the phone and try and get a meeting. Even if it is to complain about my blogging. Old fashioned I know, but it sometimes works!
A telephone call is good. Did you know you can only hear 10% of a person's real voice on the phone? Our brains can fill in the gap in knowledge but it is not competition for face to face and so comes a distant second.
Then there is a letter. Handwritten always used to be the best, care had to be taken with the construction and tidiness - it could not be rushed. A good writer can convey a great deal. Sadly this skill is diminishing. Often a hand written letter these days is an precursor to bad news - no longer simply an effective and enjoyable form of communication.
Then there is email. Where do I start? Email is so immediate, convenient and accesible that it has become nothing more than a shortcut tool for busy people with complex lives. A tool that allows one to avoid real contact and indeed, sometimes, reality. I don't like email, but I always adopt technology and have been emailing for as long as it has been possible. But let's face it, 90% of the real message is lost in emails and, because they are ubiquitous, senders often fail to read them back carefully and consider the message they wish to convey.
In easy last place is texting. I use it, but no one will ever persuade me that it provides anything other than convenience. Most of the time it is used to avoid proper communication.
Sadly, both personally and in business there is no way of avoiding these short form types of communication and both business and customers are worse off for it.
I get a lot of emails, most of them want to sell me a service. Here are my rules to help you succeed:
1. A personalised approach is always best. Follow up a written and interesting letter/email with a call. Do some research first though. Am I really the right person to talk to? For example I don't approve contractors, I don't place orders, I don't buy office supplies etc. etc. Find out who the right person is.
2. Don't send me standard generic emails. I delete them. You got my name off a list. I didn't ask you to contact me.
3. Don't just add my name by way of personalisation. Personalise it properly and there is a chance I will read it.
4. Just because I have LinkedIn with you it does not necessarily mean I want to do business with you. If I do I will almost certainly let you know.
5. Cold calling does not work at all.
6. Pretending I know you does not work. Being extra 'chummy' really gets my goat.
7. Business is a two way street. We are more likely to have a meaningful conversation if you have something I want and vice versa.
8. No, I do not want a table for ten at a sporting event in 8 months time. If I do I will hunt around for the best price. Usually cheaper than yours.
If you don't want to sell me something then pick the phone up to me or email me with a clear summary of the opportunity or the issue. I always read my important emails.
1. However do not expect me to respond within 10 minutes. 4-5 working days is not unrealistic, but it depends on many factors.
2. If it is an emergency - am I the right person at this stage?
3. Be courteous. I am always so.
4. If you have never met me I cannot be your enemy. Step back and tell me why you are frustrated and/or angry. I will always try to help if I can.
5. Don't withhold your number. I am naturally suspicious.
6. Don't ask your assistant to set up a call unless you are a.) Royalty, b.) almost as important.
7. Just because my 'out of hours' is not on, it doesn't mean I am not on holiday. I always keep an eye on things and pass on important stuff to others if I am away.
8. If you email me please spell check your communication. Then sense check it. Then click the correct 'send' button. It happens, it can be embarrassing, or worse.
If you get a glimmer of interest from me, I suggest you buy me coffee somewhere convenient or come to my office. If you want to sell me something then you should come to me.
Call me old fashioned but I like to meet people, assess the cut of their jib, look into their eyes. I've got it wrong once or twice but mostly my instinct is right. The best people to do business with have sometimes been those with the least likely proposition. Indeed, sometimes a problem has been turned into an opportunity for both of us.
The good news is that I think we are starting to relearn communication skills, particularly written. As you will have gleaned, I like blogging and there are many thousands of brilliant writers out there now using this technology to get their views or interests out to a wider audience. Twitter may not add to written quality but it does throw up links to the most interesting and widely varied participants in blogging - across the globe. I am a convert to the way that technology is shrinking the world and outing the fanatics to the ridicule of the majority.
However, those are big themes. I would just like you to pick up the phone and try and get a meeting. Even if it is to complain about my blogging. Old fashioned I know, but it sometimes works!
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