Posted by Paul on Oct 19, 2015 in Continuous Improvement, Customer Experience, Sales Training, Uncategorized

I was at a networking meeting the other week and our host, Mike Stokes, asked us to to share with the group what we fear most. As you would expect heights, spiders, public speaking etc were all mentioned however, when it came to my turn I decided to put across my view on somethinFace2Faceg that really concerns me for the future of business. Communication, verbal communication to be precise, or the lack  of it.

I cited an example of this, which I frequently see when having a coffee or meal in a cafe or restaurant, where couples – I was going to say young here but it now appears to be happening with people of all ages – sitting at the same table and obviously together are using their smart phones to either text or communicate on social media rather than talk to each other (could be that they are texting each other!). healdi-phone-icon

In business the same thing is happening, emails and sms messages, which are essential and necessary in business today to confirm conversations, meetings and pass detailed information etc, are being used used as the first choice of communication with colleagues, existing & potential customers and suppliers, sometimes even in the same office, rather than talking to each other. Now I know that  an excuse used is that they need a paper trail however emails and messages can be misinterpreted, instead why not pick up the phone or meet with the relevant person and have a conversation which you then know that your message has been delivered and helps to build trust.

In sales and customer service ‘Trust’ is especially important as it is the main reason that customers give when purchasing goods and services or why they stay loyal to a particular supplier.

People buy from people, so encourage the use of verbal communication along with methodologies, to bring out the personality of your business.


Paul is a Business Development Coach & Trainer specialising in High Growth Strategy Planning & Implementation.  Developing Customer Focused Businesses to Deliver Growth.

Call Paul on 01529 413476 – you can even email him ( or send an sms message – to arrange a no obligation review



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