When virtual communication does its job, in-the-flesh presence builds trust and repeat customers.
Are we presenting a designer suit in the faceless world of e-communication only to find in-the flesh we appear as empty suits with no underwear? You know, going through the motions but not even trying to live up to the virtual image promised. When real people show up for the meeting, have we done all we could virtually to be prepared for them and them for us? Virtual communication before the event sets up the face-to-face meeting for a successful ongoing relationship or a failed connection. Taming that pesky perception so that faceless communication is effective and consistent when it comes to e-communication means rethinking how email, voice mail, and business writing affects our ability to maintain a healthy customer base.
Example: Perhaps you have seen the great brochures, java-script pumped websites, and “personal†emails from a cell phone provider. You may think: Man, the company really cares about my cell phone needs for few dropped calls, clear reception, and ease of use. You buy. Then, you walk into the storefront to get set up with your new phone and handle the other needed paperwork. Oops! You get the same detached do-it-our-way-or-the-highway you get from other big business, that is, big business too proud to think small enough to be personable. What happened to those endearing little icons and clever lines about how much the company cares about me? The customer service people and tech folks have nice manners but they are still saying do-it-our-way-or-the-highway with a sorry-for-the-inconvenience tagged on to assuage my wounded heart. Busted again and taken for a 2-year contract ride.
Wisdom is to to think how we are perceived and tackle the consistency issue. Does our virtual us match our â€flesh and blood†us?
