With all this new technology, some people may think that phone calls are a thing of the past. However, this could not be further from the truth. Although emails can be personalized and text messages are convenient, phone calls still have their merit. With that being said, it always depends on the situation. As we know, not every method of communication we have discussed is appropriate for every situation, and this is no different for phone calls.
Day-to-day tasks, such as sending out confirmation, reminder, and thank you messages, can be very time consuming. You may not always have the time in your busy schedule to make individual phone calls to each of your customers. Phone calls can't necessarily be reviewed if needed and they also require a quiet place, but a busy pet business facility is never quiet. Therefore, phone calls may not be the best way to approach these particular types of situations.
However, emails and text messages are not the ideal way of dealing with customers who ask many questions or voice their concerns. In sensitive situations or ones that require further explanations and discussions, it is best to make a phone call. This shows your customer that you are taking the situation seriously and want to resolve it as soon as possible to avoid any further inconvenience to them. It is a good way to show that you value your customers and aren’t just after their money.
Additionally, phone calls are great - if not necessary - for situations that need to be resolved quickly. When it comes to taking care of your customers' furry friends, sometimes there isn't time to wait for a reply via email or text message. The situation needs to be resolved as soon as possible and phone calls allow you to contact the customer quickly and deal with the situation right then and there. When it comes to the well-being of their furry friends, your customers will be happy that you reached out as soon as possible.
It is also important to know your customers. While text messages and emails are popular amongst most demographics, there may be some customers that do not use either of those methods of communication and prefer to solely do business over the phone. Knowing your customers and their preferences is a valuable asset. Be sure to keep the line of communication open and offer various contact methods.
With ProPet, all of your customers’ contact information is stored in one place. No need to search through your cabinets or files, it's all right there in your ProPet account. You can easily access their information at any time by searching their name or phone number on the web app or the mobile companion app. If you are using the mobile companion app, you can call directly from your phone. You won't need to try to memorize the number or find somewhere to write it down. All of your customers' information is stored conveniently in your ProPet account for you to access whenever and wherever you may need it.
While email and text messages dominate the communication world, don't count phone calls out just yet. For more serious situations that require quick solutions and when you don't have time to wait for a reply, phone calls are the way to go. It shows your customers you care because you are taking time out of your hectic schedule to ensure a situation is being dealt with both professionally and in a timely manner.
In conclusion to our blog series "How To Effectively Communicate With Your Customers" remember: Choosing the right method of communication can be the difference between good customer service and great customer service!
If you are interested seeing how ProPet can help you optimize communication with your customers, click the button below to get started with a free 2 week demo account or a live demo!