Hello, it’s me: your client. I see you calling my phone. I hear it, too, but I can’t pick up right now because I’m busy.
I mean, I can barely remember to call my mom back – what makes you think I have 10 minutes to play phone tag with your business?
Not to be rude, but I think I speak for everyone when I say my time is money.
Here are five reasons your customers can’t answer the phone right now:
1. They’re at work
Not all of us work a 9-5 schedule, but chances are, your customer or client has responsibilities that take up a good chunk of their day. Whether they’re operating a forklift or busy doing deep work at the office, they don’t want to be interrupted.
Texting is less invasive than asking them to pick up the phone, and a higher priority than an email or voicemail. So send a text and let your customer answer when they have a minute.
2. They’re introverted
“Most phone conversations require a certain level of small talk that introverts avoid,” Huffington Post author Alena Hall writes. “The intrusive ringing forces them to abandon focus on a current project or thought and reassign it to something unexpected.”
Psychology Today‘s Sophia Dembling agrees. “Introverts tend to be slow thinkers and responders and long pauses don’t go over well on the phone,” she says.
Moral of the story – everyone’s personality is different, but many consumers prefer texting over phone calls because it allows them to type out a thought without being interrupted.
3. You’re in different time zones
Trying to sync up over the phone is hard enough when you’re in the same time zone – and even harder when one of you is hours ahead or behind. While a phone call requires back-and-forth schedule confirmations, a text will get the message across, regardless of jet lag.
4. They’re a millennial
When given the choice between only being able to text or call on their mobile phones, OpenMarket found 75% of millennials chose texting over talking.
As businesses compete for a slice of the $200 billion millennial market, texting represents an opportunity to connect with younger clients on their preferred channel of communication.
5. Phone calls take time, but a text is quick
“(Texting) has even helped with the older generation that works full time,” the collections department at Missoula Federal Credit Union reported. “They don’t have time to call or answer an email, but they can take two seconds to shoot off a quick text.”
The Zipwhip app and texting service allows consumers to text businesses from their personal phones, and businesses to reply from any desktop computer or mobile device from their existing landline phone number.
Give your customers the choice to call or text you to stay connected even when they can’t answer the phone.
If you need something, just text me
At the end of the day, texting is way more convenient than calling. That’s my opinion as a customer, and I know I’m not alone. We’re all consumers and we want to communicate in the way that’s most comfortable for us. In the 21st century, that’s via texting.
We recently surveyed over 500 consumers on their phone behavior. You can check out the results on rejected calls, phone anxiety and more in our free e-book Why Your Customers Don’t Answer the Phone Anymore.
What do you think? What are some other reasons you can’t answer the phone? Let us know in the comments below.