With email and text communication being the first line of defense, sometimes implementation professionals rely too heavily on this way of communicating. When things are getting misunderstood or a client is escalating, I am always surprised how just exchanging words over the phone calms them down. I also find it helpful because it takes away the anonymity/delayed feedback of email, where clients tend to be more forceful.
Not only do you get a quicker resolve, you maintain the relationship. Nevertheless, always a good idea to follow up in written communication, what was discussed over the phone for documentation purposes.
Pro-Tip Tuesday: Know When It's Time To Pick Up The Phone!
This is brilliant,
It’s also so refreshing when you are emailing a client and they seem escalated, but then you hop on a call and they’re the nicest people in the world!
PS good shoutout to sending a recap! That’s next level knowledge right there!
Great post. I need to get better about this. I fall into the let’s solve it in slack but you are right a quick 15 min call can save a lot of back and forth.
The CustomerX Therapist
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