Old School Is Still Cool
February 5th, 2010

We have often praised the concept of maintaining a strong online image. Even as recent as yesterday’s blog, we here at Synergy advocated the use of an intriguing video for your company website as a way to attract new business. But it should never be forgotten that some business owners, and just as importantly, their consumers are simply...well...old school.

Not that anything is wrong with being old fashioned, but some people just haven’t caught on with the latest technology. Believe it or not, there are still a good number of people out there who don’t own a Blackberry or an iPod.

By the same token, some entrepreneurs do not yet utilize the internet as a primary resource to promote their businesses. And some consumers don’t even bother turning on a computer when they want to learn more about a product or service.

That being said, there’s nothing wrong with a good old phone number. As Mark Evans of ME Consulting writes in today’s edition of The Globe And Mail, some customers still just want to speak to a real person instead of sending an e-mail or filling out an online contact form.

Even for those consumers who are computer-savvy, there is a feeling that they are not really receiving any type of customer service unless there is a human ear doing the listening and a human voice doing the talking on the other end of a phone line. Evans notes that some companies make the crucial mistake of forgetting to include a phone number in their website’s “contact us” section.

His explanation is simple. Says Evans: “Offering a phone number is an important step but it's just the beginning of the process. You also need to make sure that when a customer calls, someone at your end either answers the phone or callers are provided with all the information they might need, and/or options to get hold of the desired information or department.”

Obviously, the telephone is still a tool most often used to communicate by most people. Noting that Twitter and Facebook is fast becoming the wave of the future of communications due to their fast and easy contact methods with large numbers of online users and “friends”, a phone conversation “personalizes the relationship, and it provides opportunities to build a client-supplier relationship.”

The voice on the other end of the line can be very reassuring. We’re a big believer, here at Synergy, that the knowledge that someone is listening to your questions and concerns is a major factor in developing strong working relationships. A computer has no tone of voice. It’s impossible for any piece of technology to empathize or show understanding.

“The rule is simple,” insists Evans, “You'll be amazing by the number of people happy to ring you up.” That being said, here is a phone number that we would love for you to dial: 1-877-748-9884. We look forward to speaking with you soon!