Back in 2013, I answered a phone call from an intern at The Wall Street Journal. Anita Hofschneider was assigned a story on how phone calls had lost their value in the workplace.
At the time, I was working onsite with a client, coaching their sales staff on the how and why of increasing their calls and, as a result, their revenue. By the end of our conversation, Anita had decided the article should focus on why phone calls still mattered.
Eleven years later, this debate about phone calls continues. This past week, a colleague in the UK sent me two articles that presented polar opposite views on the topic.
What are these views? Whose opinion do you agree with? And what does my current experience with clients indicate?
Journalist Rhymer Rigby published an article in The Times on August 29 titled I Miss Old-Fashioned Phone Calls. Can’t We Make Them Cool Again? He shared a story about a three-minute phone call that preempted what would have been booked as a 30-minute Teams call.
Phone calls are amazingly efficient—if the other person answers.
In the 1980s, answering machines gained popularity in homes and offices. They were soon followed by voicemail, which allowed us to not answer the phone, and it’s become our default choice.
I was delighted by Rigby’s invitation to “… rediscover those quick, spontaneous, human interactions that sit in the space between Teams and WhatsApp. Make phone calls cool again.” I believe all of us would have smaller to-do lists if we had quick conversations more often. And we’d strengthen our personal relationships, too.
On the other side of this debate…
In a BBC article, Why Gen Z and Millennials are hung up on answering the phone, Yasmin Rufo concludes: “Perhaps now it’s time to recognize the power of text, and just as we ditched the fax machine in the 1990s, we can leave the dreaded phone calls behind in 2024.”
Yikes! While many inventions have lost value in our lives (like wringer washing machines and VCRs), I don’t believe we can justify abandoning phone conversations.
I do believe phone conversations are tremendously undervalued, and, like Rhymer Rigby, I hope that will change.
A Competitive Advantage
January 2025 will be my 19th year as ‘The Phone Lady’, and I’m not seeing any evidence of phone calls disappearing. I’ve never been busier. I’m working with teams and individuals in a vast array of industries located in North America, the UK, and Australia. They understand the importance and value of phone conversations in building trust and strengthening relationships and want to continue improving their skills.
Since my initial conversation with Anita Hofschniener, I’ve been aware that my role as a phone communication consultant might someday be in jeopardy. It isn’t now, and from the look of my calendar, it isn’t soon.
What are your thoughts? Where do you stand on the value of phone conversations? The debate continues, and I welcome your participation. Share your opinions in the comment section below.
Learning these skills are not only about sales calls it’s about customer service skills, how to talk to not only a potential client but communication after the sale. There is no debate in my mind. Phones are not going anywhere any time soon.
Thanks, Cathy, for taking the time to comment. And real-time conversations have always been part of excellent customer service – an excellent way to build trust and relationship. There are “new” things on the horizon though. Stay tuned for my post on September 22 where I’ll share how AI may impact customer service in surprising ways.
Phone calls are extremely important in the sales industry. Emails and texts are great for follow-ups or details, but they are tone-deaf and non-committing. A phone call can save a lot of time and get the results that both parties are looking to achieve.
Thanks, Scott. Yes, in sales and customer service phone calls are often way more efficient. And they create a lot more clarity.