Young Entrepreneur Council — May 17, 2018 — May 17, 2018
Texting is a popular means of communication: It’s quick, it gets an idea across and it’s convenient. But organizations can trip up when they’re trying to share news, which is why we asked the following:
Is there a bad time for communicating with your customers via mobile message? If so, when is that and why should you choose a different method of communication instead?
1. When Making an Initial Pitch
When I’m introducing myself to a new high-profile client, the last thing I consider is sending a mobile message. Whether it’s a social media messenger app or SMS, these personal and quick systems are extremely unprofessional. Instead, I’ll draft up a comprehensive email or attempt to meet with them in person. – Bryce Welker, CPA Exam Guy
2. If Dealing With Specific Questions
Mobile messaging should be set strictly for informational purposes: updates, analytics or quick questions. If there is a specific question that can’t be answered with a clear-cut stream of information, you should always communicate in person, or at least over the phone. Ninety percent of communications are nonverbal — mobile messaging makes it that much harder to get your message across. – Artem Mashkov, DEVTRIBE INC
3. When Solving Conflicts and Unhappy Situations
Many customers just want to resolve their issues over a phone call and this should be completely OK with you. I remember working with a self-service startup that tried to resolve everything over the internet and it didn’t do them justice in the long run, because their customers were always complaining about them. They wanted to standardize the process, but they were just receiving more angry customers from mobile messages. – Sweta Patel, Silicon Valley Startup Marketing
4. When Sending Confidential Documents
Don’t send something that could possibly get into the wrong hands via text to a potential customer and ruin their trust in you. When you need to send confidential documents, it’s best to do so via an encrypted email. Not only will this make you look professional, it will give you credibility points as someone who knows what they’re doing. – Syed Balkhi, OptinMonster
5. When Talking Money
When you begin communicating proposals, agreements and money, you absolutely want to make sure nothing is wrongly interpreted with your customers. A text message can be taken completely out of context and that can hurt your business. Talk in person, or at least by phone, so you can quickly clarify any misunderstandings and answer any questions. – Daniel Griggs, ATX Web Designs, LLC
6. When the Message Is Longer Than 160 Characters
Text messages have been a huge success for our company when attempting to contact our sales leads. We limit the messages to 160 characters because beyond that point they get broken up into two messages, and people don’t like long text messages. A simple “Are you still interested in our service. I am available now for a phone call, or schedule an appointment here” works best for us. – Brian Greenberg, True Blue Life Insurance, Inc
7. When You Have Good News
Never miss an opportunity to make someone feel good, smile or laugh. When I have good news I always take the time to call my customers. It stems from the old adage that people will remember how you make them feel. When you have good news, text your customer, “Just got an awesome update. Have a second to chat?” Be respectful of their time, but let them hear your excitement through the phone! – Krish Chopra, Nurse Practitioner Clinical Rotations
8. Whenever There’s Room for Interpretation
Whenever any room for interpretation or emotion exists. Mobile messages should be utilized exclusively for transmission of information not requiring context. This is best practice for communication with any human! Try this sentence, adding emphasis on a different word each time your read it: “I never said you are beautiful.” Six words, six meanings — imagine the opportunity for misinterpretation! – Scott Krawitz, PM Talent Global
9. Avoid Texting, Unless It’s an Emergency
In the event that a client’s privacy or security has been compromised would be the only instance that I would communicate via SMS message. If the client initiates, I respond in a timely fashion during business hours, however it sets an unprofessional precedent and can lead to the same miscommunications as an email sent in haste. – Matthew Capala, Alphametic
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