Have we stopped communicating by telephone?
Following on from last week’s article, we’ve been looking at how to speed up our business and what are the ‘pinch points’ for us. A pinch point is part of the process where things slow down or stop, sometimes also called a bottleneck. We are now more and more connected using all the different communication tools. We have found email to be one of the slowest forms of rectifying a problem but one of the best for giving an audit trail of agreement, etc., between us and the customer. As a property management company, we have to have an audit trail for proof of expenditure and also to show how we have managed people’s accounts, etc, but sometimes a problem can be resolved much quicker by a quick telephone call.
What do we do?
To give you an example, if you email someone it can sit in their inbox for days. We set chasers but if we chase by email again then this process becomes ongoing and can be a loop of days.
Generationally, we have found that younger people feel much less inclined to have telephone conversations in preference to some form of written communication. We have also found that resolution to problems can be achieved far faster by telephone calls. So we have an age where the next generation prefers not to talk to each other, yet the resolution is far faster by talking. Are we losing the art of communication?
At Revolution, we are trying our best to keep the mantra of telephone conversation alive and well with our suppliers. A lot of our customers wouldn’t thank us for continual telephone calls but do want their problems resolved quickly. We also find contractors pay more attention to telephone calls followed up by an email.
Going forward, this problem will only get worse as the ever creeping reach of continual communication goes on.
So for property management, chasing contractors by telephone and customers by email seems to be the best process currently. It might be interesting to re-write this article again in 5 years’ time and see what has changed in the world of talking (or not) as the case may be.