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How Does Calling, Texting and Emailing Prospects Build Rapport

January 23rd, 2019

Communication is king when it comes to building a relationship with anyone and this includes customers. Staying in regular communication with your prospective customers builds trust and reputation, and, in turn, increases your sales.

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Not all communication methods are created equally though. That's why it's critical to understand the advantages and disadvantages of the different ways of communicating with your prospects if you want to lead them down the sales funnel. Some of the most popular ways to communicate with clients include calling, texting and emailing. Here's how each influences the rapport you build with your clients.

Making Phone Calls

Calling a prospect may seem old-fashioned in this digital world. However, making a phone call does show your prospective client that you are willing to take time out of your schedule to communicate with them. Communicating via phone calls comes with advantages and disadvantages. Here are a few to consider:

Pros. A phone call makes it easy to determine a prospect's interest in the product or service you're trying to sell since you can easily hear the tone of the person's voice. You can quickly plan future times to communicate with your prospective clients when you make a phone call. With call tracking, you'll be able to confirm what is being accomplished on the phones and what is most effective.

Cons. Because more people are using digital forms of communication, it's not always easy to get a prospect on the phone. Moreover, they may not respond to a message that you leave on their voicemail until much later, if they respond at all.

To avoid late responses, make sure that your phone calls are done during business hours instead of late in the night or on weekends. If your prospects don't pick up, leave a brief message making sure you repeat your best contact number. Also, smile while you are leaving the message. It will reflect in the tone of your voice and may work to encourage a callback from your prospects.

Sending Text Messages

Text messaging is one of the easiest, preferred, and effective methods of communication for a lot of people. When you send a text message, it's short, simple and to the point. Most people text throughout the day and check their text messages more frequently than other forms of communication. Furthermore, they can quickly respond to you on their time without being bothered by a call. Before committing to using text messaging, consider these pros and cons:

Pros. It's fast and easy to communicate with clients via text messaging. Clients are quick to respond to this method versus phone calls or emails. You can also promptly see if your message was sent correctly and read thanks to read receipt and error message reporting features.

Cons. One disadvantage with texting prospects is that the message may be too short to really get what you're trying to say across to the recipient. If you send multiple messages, the prospect may mark it as spam. Unless you use a program or CRM, it can be rather difficult to organize text messages.

To make text messages work as an effective form of communication between you and your prospect, send them during normal hours of the day when they'll be more likely to read and respond to the message. Additionally, keep your text messages professional and avoid using emojis. Instead, just type out how you feel. For example, instead of using a happy face emoji, just text "that's wonderful to hear." Also, don't send multiple messages in a day if you receive no response. You don't want prospects to assume that your text messages are automated or block you.

Reaching Out by Email

Email makes it simple to customize your message for each client and is a respectful way to communicate in regards to time. You have the option to make it short or much longer if needed. Consider these benefits and disadvantages of using email as a form of communication to determine if it's right for you and your prospect:

Pros. With email, it's easy to organize and keep track of the messages sent between you and your prospects. This form of communication makes it simple to schedule automated messages. Even if the client responds from another email address, you can still track the conversation from start to finish. The best thing about email is that it can be sent at any time.

Cons. Your email could go in your prospect's spam folder and may never get read. It's easy for email messages to be lost in a sea of other email messages and promotions, so it's possible that you may not get a response for a long time.

Before sending an email, review your message to catch spelling or grammatical errors. Avoid sending off a generic email and personalize it with your prospect's name so that you can improve your response rate. Organize your email folder that way you can quickly access important information. It's best practice to schedule when emails will go out, this allows you to see a sort of calendar of communications ahead of time. Avoid sending out too many emails in a week. Lastly, review your subject line and ensure it doesn't contain any phrase or words that can make it be identified as spam.

You Can't Build Rapport Until You Reach Them

Showing that you are making an effort to stay in touch shows the prospect you want them to be around for the long haul. In some cases it's important to pick the single best form of communication based on your relationship with the client. Combining all of them though, while it may be tricky, can be the best way to build a solid rapport with new customers.