Communication Methods

Quick Answer - Which Method Should I Use?

Use Phone Call When:

  • Customer is upset or frustrated
  • Urgent matter
  • Complex issue needs discussion
  • You need immediate answer

Use Text Message When:

  • Quick confirmation needed
  • Simple question
  • Customer prefers text
  • Appointment reminders

Use Email When:

  • Detailed information needed
  • Formal documentation required
  • Customer prefers email
  • Long explanation needed

Choosing the Right Communication Method

You have three ways to contact customers. Pick the one that fits the situation.

When to Call

Call is best for:

  • Urgent issues - Customer needs help right now
  • Complex problems - Need to discuss details
  • Upset customers - Personal touch helps
  • Immediate answers - Can't wait for text/email

Before calling:

  • Check customer's preferred contact time
  • Have all info ready (availability, pricing, etc.)
  • Find a quiet spot

→ Phone Calls - Advanced Tips

When to Send a Text

Text is best for:

  • Quick confirmations - "Your appointment is Tuesday at 2 PM"
  • Simple questions - "Which day works better?"
  • Appointment reminders - Day before or morning of
  • Status updates - "I've checked availability..."

Keep texts short:

  • 1-2 sentences max
  • Include key info (date, time, action needed)
  • Ask for confirmation if important

→ Sending Messages

When to Send an Email

Email is best for:

  • Detailed explanations - Step-by-step process
  • Formal documentation - Quotes, estimates, contracts
  • Long messages - Too much for text
  • After-hours - Customer prefers email over calls

Email tips:

  • Clear subject line
  • Use paragraphs (not one big block)
  • Include all important details
  • Professional tone

→ Sending Messages

Check Customer Preferences First

Always check the customer profile before choosing a method.

Some customers:

  • Hate phone calls (only text/email)
  • Prefer calls (don't text them)
  • Have specific times (no calls after 8 PM)

Where to find preferences:

  • Customer profile tab
  • Previous conversation notes
  • Task summary

Quick Decision Guide

SituationBest MethodWhy
Customer is angryCallPersonal touch, faster resolution
Need immediate answerCallReal-time conversation
Simple confirmationTextQuick, convenient
Detailed explanationEmailCan include all details
Appointment reminderTextCustomer sees it immediately
Formal quote neededEmailProfessional documentation
Customer prefers textTextRespect their preference
After business hoursText or EmailDon't call late

What If I Can't Reach Them?

If customer doesn't respond:

  1. Try different method (called? Try text)
  2. Wait 2-4 hours between attempts
  3. Document each attempt in notes
  4. After 3 attempts, escalate

→ Can't Reach Customer

Quick Tips

  • ✅ Check preferences first - Some customers hate calls
  • ✅ Match the urgency - Urgent = Call, Simple = Text
  • ✅ Respect their time - Don't call after hours unless urgent
  • ✅ Document everything - Add notes after each contact
  • ✅ Follow up if promised - If you said you'd call back, do it