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It's Good to Talk - don't hide behind the screen

14 January 2011

One of my colleagues said to me the other day that they wished they could have lived in the Stone Age. On the face of it that may seem quite daft but given the pace of life we live at these days and technology overload would it be any more stressful?

One of my colleagues said to me the other day that they wished they could have lived in the Stone Age. On the face of it that may seem quite daft but given the pace of life we live at these days and technology overload would it be any more stressful?

The reason for their particular wish to wear animal skin and develop facial hair beyond the “Movember” effort was a problem with their broadband provider. They’d just discovered that the provider had automatically created a wi-fi “hot spot” around their home and that they were providing an internet service for 15 houses immediately around them! Caused something of a panic in their household and a rather direct e-mail to “Customer service”…I think they’re still awaiting a reply.

The world at times can be truly maddening especially with situations as experienced by my colleague. His stress levels were increasing by the minute as he failed time after time with the “opt out” option on the telecom company website. Clearly “opt out” was not meant to be an option. And neither was customer service as they closed at 5.00pm.

I’m sure you can relate to this experience, we’ve all been there. Trying to be heard within a large corporate organization, the type where “[fill in name of choice] customer service” is an oxymoron. The oxymoron experience continues as you talk to someone who is “clearly confused” and you’re finally met with “deafening silence” when you ask for a straight answer.

Customer service should be at the centre of what we do in business and a priority, not on the periphery as a necessary “add on”. Communicating with your customers does appear a step too far for most. In fact the larger you become the harder it appears to be to provide that all important connection.

In our sector, the law, we are facing pressures from all sides with legal aid and broader government budget cuts, stringent compliance requirements and new competitor entrants. But now is not the time to cut costs in areas that face customers, in fact quite the opposite is true. It has never been so important to communicate effectively with clients and ensue that you offer the best possible service.

A website is a great promotional tool as is a well drafted e-mail, leaflet or brochure but the best marketing and client service comes from good old fashioned “face to face” or direct telephone discussions. This was evidenced at our most recent in house networking event; I witnessed countless conversations and groups where people from different backgrounds and experience were engaged in very interesting debates, joke telling and general chat. It’s this type of “social media” that really makes a difference and provides us with the feedback we need to continually improve our business.

Stone Age life would certainly be simpler but I see no reason why we as business owners and managers can’t start reducing our own stress levels by using our own natural communication tools. As the telecom provider famously said…it’s good to talk!


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Robert Gibson is Head of Employment and Managing partner at Samuel Phillips law Firm e-mail robertgibson@samuelphillips.co.uk