14 Circumstances in Which You Should Avoid Mobile Customer Communications| By |Young Entrepreneur Council

Q. In what cases should you NOT communicate with potential customers via mobile?

1. You Have Bad News

The rule is that you can communicate good news however you want, but you can only communicate bad news in person or over the phone. – Christopher Kelly, Convene

2. During Negotiations

Negotiations should be done in person, by phone, or at the very least, by video conference so that there is more personal contact. While mobile is good to attract traffic and stir interest, it can’t deliver the human touchpoint necessary to build trust and close a deal – John Rampton, Due

3. When You Need Details

When you know the communication with the customer is already digging deeper and beginning to require further details that you will need next time, email is the best option, so you have something to refer to or review when needed. The conversation will always be in the thread for note-taking and improved communication. – Daisy Jing, Banish

4. You’re Trying to Demonstrate the Benefits of Working Together

While I realize many people use their mobile phones for everything, I think more detailed discussions about how a product or service works shouldn’t take place on mobile, but on a larger screen or even in person. There’s just more of a presence and interaction there that’s hard to do on the smaller screen. – Murray Newlands, Sighted

5. A Contract Is Ready to Be Signed

When the potential customer is ready to sign a contract or just close to it, it’s important to arrange an in-person meeting. This will let them know that you are serious about working with them and ready to take the necessary steps forward. – Stanley Meytin, True Film Production

6. Before They Ask to Receive Messages From You

Let’s get real: The same etiquette you use with email marketing should also apply to your mobile communication. Don’t send messages or offers to people who never requested them. Don’t send irrelevant offers. Don’t forget to personalize. Don’t spam. – Ismael Wrixen, FE International

7. If There Could Be Legal Issues

I try to keep a paper trail for anything and everything from a legal standpoint. When I am negotiating a contract or agreement of any kind, it’s always best to get all terms in writing before moving forward, even if it may seem like an informal or minute detail. If there is any dispute, you can point to the exact language you each used in any and all correspondence. – Justin Lefkovitch, Mirrored Media

8. Their Number Is Not on Their Card

In this modern era, it’s important that we respect someone’s time and privacy. First, unless otherwise instructed, never use a cell phone number for business purposes unless it’s listed in someone’s email signature or on their business card. If they were open to taking calls on their cell phone, then it would available in those locations. – Michael Spinosa, Unleashed Technologies

9. After Normal Business Hours

While some customers may appreciate a text at all hours of the day, many will not. Make sure you clarify these boundaries early on and only send texts between normal business hours, until you have further clarification on the matter. Some people can get really annoyed if they are in China and get a text at 1 a.m., or when they are with their family for their kid’s birthday. – Andy Karuza, FenSens

10. When You Want to Follow Up

If someone hasn’t gotten back to you, chances are either it’s not important enough to them or it’s probably not the right time for them to address. Following up via phone will only make it worse by irritating the prospect. We always follow up via an email, using creative and ingenious messages that almost always gets a response from the prospect. Be creative, not pushy. – Rahul Varshneya, Arkenea

11. The Customer Is Angry

Something about a phone call feels like an invitation to escalate. I always try to arrange in-person meetings with customers when they have a problem that needs to be taken care of, and ask them to please send an email with all details instead of going over the issue on the phone. This is helpful because I can refer back to it if I need a written record for some reason. – Matt Doyle, Excel Builders

12. When Something Could Be Misinterpreted

Translating emotion and tone through text is not an easy task, regardless if it’s email or text. The key difference between email and text is the level of brevity, which makes text all the more difficult. So when you are communicating something that can easily be misinterpreted and tone is important, it is probably better to keep it face to face. – Christopher Swenor, East Coast Product

13. You’re Selling Low-Ticket Items

Engaging with customers over mobile, in particular by text message or WhatsApp, creates an open dialog with customers that can become a time hog. Making yourself available to text means multiple interruptions in your workflow, and in many cases, after work. If you are selling low-ticket items, then get your customers to buy from you on platforms that don’t require your immediate attention. – Diego Orjuela, Cables & Sensors

14. It’s a Non-Transactional Communication

Never market through mobile. Mobile should be reserved for transactional communication. For example, if my credit card company detects unusual activity, contacting me by mobile is totally appropriate, but if I received a promotion for points through mobile, that would turn me off. – Vincent Wong, mHelpDesk

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