Do you prefer to use the written word instead of picking up the phone?


Sometimes we shy from the phone and are quick to reply using our keyboard…


We are finding that during these strange times, more clients need get in contact to enquire, book, and simply ask questions. It is essential now more than ever to reassure and give the best first impression.


Let’s make it personal

A personal phone call, when handled well, can not only get to the heart of an issue quickly, it can pick up on any side issues: a tone of voice, a hesitation, a sense of relief when a customer has been listened to properly.

After all we are in the hospitality business; we should aim to be hospitable.


The dictionary definition of hospitable – [adj] ‘friendly and welcoming to guests and visitors.


Telephone confidence


Of course, email is efficient.

Email details the clients’ needs and is specific to the requirements of the enquiry, event or service.

We often see less confident, less experienced staff jumping to the keyboard to handle every enquiry and sort out every outstanding issue.

To pick the phone up and speak to your client to thank them for the enquiry goes a long way to ensure that you are remembered. Rapport can be achieved straight away, something that the written word will never achieve.

New staff in the role of sales may need assistance and help, training in telephone skills can be a valuable investment for customer-facing staff and for your brand.


Selecting the appropriate option

Of course, we haven’t mentioned the elephant in the room. Or rather the Zoom in the room.

It’s a good option for conversations with suppliers and business contacts but contrary to popular post-lockdown belief it’s not compulsory to video call for every meeting.

Picking up the phone can be quicker, more straightforward, and not as pressurised especially for those who feel awkward staring at the screen.

Pick the right tool for your contact to make the most of your meeting.

Which one are you and why?

Keyboard warrior, smooth telephone operator or a mixture of both?




Check out the events we run where we talk all about the best way to build instant rapport!


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Categories: Hospitality