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Your Clients Want To Talk To A Person, Not Your Voicemail

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The rise of the internet has opened up a multitude of new ways for independent practitioners to avoid having to interact with their clients. From email and blogging to mobile video chatting and exchanging images over app, the digitization has not been limited to just client interactions.

 

Prospects are being turned off when they are forced to communicated with a prospective service provider through some artificial system.

Prospects are being turned off when they are forced to communicated with a prospective service provider through some artificial system Click To Tweet

Industry statistics show that just under two-thirds of all clients leave because they don’t believe the practitioner cares about their business. Almost twenty percent specifically address a lack of communication as the root cause of the problem.

According to recent studies, over sixty percent of prospects will call a practitioner when they’re in the final phase of their selection process. 59% of these folks are looking to get a quick answer, while 57% want to talk to a real person when they are making a high-value selection such as an accountant or tax preparer.

Humans generally speak somewhere around 130 words per minute, while they can listen to words spoken at over three times that speed. An average typist only does around 40 words per minute on a full size keyboard, and significantly less if they’re trying to use their mobile phone text system.

Voice is central to your communication with your clients, and a live voice is an absolute must for important decisions. In the selection of a professional, consumers generally reach out for a live interaction after doing a considerable amount of online research and have reached the “ready to buy” stage.

While it is possible to track almost every step of a prospect’s online selection process, the trail usually ends as soon as the prospect picks up the phone.

While it is possible to track almost every step of a prospect's online selection process, the trail usually ends as soon as the prospect picks up the phone. Click To Tweet
A typical prospect uses their phone approximately five times a day, while only one-fifth of smartphone users use their phones for emails and filling out online forms. Even fewer (only around 15%) use their phones to watch videos. Interestingly, almost half (49%) use their phones to send five or more SMS text messages each day. but only to friends and family.

As voicemnail automation technology continues to advance, it is imperative that system choices facilitate live conversations between prospects and clients with the practitioner rather than simply replacing the human. Even the most aggressive and effective marketing campaign will fail if the prospects and clients encounter a voicemail system that delivers a poor or negative experience. It is extremely easy for a person making the call to hang up and dial another number.

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Best to you and yours,

kirks-sig

 

Kirk

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