Age vs. Communication Methods

[Moze]

I was listening to a program on NPR a while back that was discussing how people of differing ages prefer to be contacted. It basically showed that even with the easier (digital) methods we now have for communication, that communication is becoming more of a challenge due to the way people of different ages react to different forms of communication.


For example:

The younger generation almost expects most communication to be digital.

The older generation still expects most communication to be phone calls and cold calls.

The generation in between is fine with a mix of the above.


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I've experienced this myself when approaching new customers and offering my services. I've talked to younger people on the phone and they act bothered, whereas an older person often seems to enjoy talking on the phone. Then somewhere between the two age ranges are the folks that are fine with either.


Since there's a wide age range on this forum, I thought it would be interesting to see if that holds true.

At 40ish, I would consider myself as the "in between" generation and agree with communicating digitally, via phone and through cold calls.


How about you? What do you prefer or find others prefer?

 

[WildWestDesigns]

I think it's more of a "breakdown" of their demographic then it actually is about age. My grandmother, who just hit 100 back in Feb, took to email when it first came out. She had a little laptop loaded with her Bridge Baron and at that time Outlook Express. Granted she also wrote letters as well, gorgeous handwriting, but she actually was quite adapt, much to our surprise, with email. Grandmother on my mom's side, used email all the time, mainly to send dirty jokes though.

My mom and dad prefer to talk via email to other people. Mom will do txt and various other digital means as well. They despise getting calls, especially cold calls, but sometimes they really don't like talking to the people that they know over the phone. Now in their defense, some of the people that they know will talk for an hour or two without you getting a word in edge wise.

Myself and my sister (about the in-between range), prefer digital means. My sister doesn't like the phone all the much, I"ll handle it alright, but I do prefer digital means.

Now, you look at Alicia's side, her brother and sister prefer digital means, but her parents are strictly the phone calling people. Just a different breakdown in demographics. At least in my experience.

 

[visual800]

I prefer the phone as initial contact. Find out what you want where you are , what you expect. After that i prefer emails for quotes and details.

We do alot of cold colds and i am not scared of the phone at all. I am , however, terrified of who is on the other line to get in touch with the contact I need. People have no phone skills anymore. I despise automated phone systems and everyone from my personal dr to my pharmacist has them

 

[Moze]

Thanks for the responses.

I would imagine "back in the day" (pre-internet/email/text) when the only options were the phone or a personal visit, it was a little bit easier to market yourself. I would think people wouldn't have been as annoyed with a phone call or personal visit as they might be today. I'm curious if folks that had to market themselves in that time period (pre-digital) find that to be true?


I think the digital age has fostered the view that phone calls and personal visits are, for the most part, a nuisance and invasion of a persons time.


Anyway, it's a challenge to market yourself when you're not sure if you're going to reach someone that who would prefer a phone call, an email, or a personal visit. One method may be an annoyance to one person but a preference of the next person.

 

[WildWestDesigns]

I think the digital age has fostered the view that phone calls and personal visits are, for the most part, a nuisance and invasion of a persons time.

I think the big thing is that what is the purpose of the call or visit, like so many things. I can talk on the phone and/or handle a personal visit. I think it doesn't help that most of the calls that I get are people wanting to sell me something. I would say less then 5% of my clients actually use the phone to get a hold of me. I'll get emails from clients at 3 or 4 in the morning, hard to do that with a phone call, yet that's when they are able to get things out to me. I think that's the biggest turn off that I have is the sheer volume of what makes up those calls.

In consequence, that's shaped how I communicate with people.

 

[CES020]

I'd add that 99.9% of people using "new technology" for communication are some of the most clueless people on walking the planet.

We've found that people want to use electronic communication to avoid human contact and cover their behind, more than communicate the actual needs. We've had emails that say "If you don't get this email, give me a call". Seriously? Then there's the mountains of emails we're received that were "forwarded" from customers to us that included VERY confidential business information. We've dealt with one company for about 6-7 years now and their people will forward anything that comes to them. They don't bother to think about what's confidential or not. We have third parties emailing them, then they forward that entire email to us. I've seen details about leases, payments, legal matters, etc.

I worked in manufacturing when email started making it's rounds, starting with intranet type messaging. We had a guy in purchasing that was a bear of a guy to work with. Everyone hated dealing with him and if you went to him with a request, he'd bite your head off. They put in email and that guy turned out to be one of the most productive people in the company. He was a workhorse, he just didn't like dealing with people (more so stupid people asking for things daily).

I don't know if it has anything to do with age, I think people in general these days want less and less human interaction in their daily lives.

 

[Craig Sjoquist]

I grew up when party lines were the norm, & it wasn't till I moved to Orlando that cell phones even began, so for me cold calls as ya put it are the normal for me, even when riding my bicycle a distance to just see if I can talk to them about a project.

Yes I use my cell phone but not alot or even answer it or pay much attention to it to even hear ring, as far as email use it when that seems to be the way to contact or do business with whoever or at least the phone.

I am a person to person communicator.

PS when in a public place like a restaurant & somebody is yapping sorta load on a cell phone, I start talking to people loudly to drown out the cell phone talker lol lol
If someone starts talking on cell phone while being waited on by me, I'll walk away & do whatever till they come back to me.
Also I do not talk to my friends if driving, I'll call back or they pull over, most feel same way.

....PEOPLE DO USE YOUR CELL PHONE & DRIVE.... that is a 2 ton missile meant to pay 100% attention on what you are doing & safety of others.

 

[CanuckSigns]

We have a few clients who can only be reached by email, you call and leave a voicemail, you will never get a reply, email them and they get back to you in minutes.

it drives my dad nuts, he prefers the phone, I prefer email.

We we only accept orders by email or walk in now, too many phone in orders got forgotten about 30 seconds after hanging up when the phone rings again.

 

[bernie]

Phone for the initial contact to get things ironed out "what they want, what they think they want, aprx. budget, etc." then e-mails are
fine. They only get to text if I give them my cell #.

Being "the older generation" I find that lack of verbal communicating with the mid and younger generation to be incredibly frustrating as people
seem to think firing off an e-mail is going to get them answers when the person receiving the e-mail is clueless as what the customer really wants.
But, it is how people want to communicate these days so .... compromising works. I get my verbal to begin with, they get their e-mails from there on out.

I do sandblasted signs (rock, hard surface, glass), with everything being custom. I only cut vinyl when I'm doing a mock up layout for a project, don't have a cnc, etc. Verbal communicating is important when we start so I know if they have the rock, if we need to go find one, etc. Glass is easier as its either tempered or its not, its either being delivered to me or I'm ordering it, but I still have the initial verbal conversation.

Bernie

 

[WildWestDesigns]

Being "the older generation" I find that lack of verbal communicating with the mid and younger generation to be incredibly frustrating as people
seem to think firing off an e-mail is going to get them answers when the person receiving the e-mail is clueless as what the customer really wants.

Lack of communication skills, rather verbal or written, is actually telling of the education (or the lack of desire/willingness from the person), not really a fault of technology in of itself.

I prefer emails (and there are various reasons for that), but I can't stand it when I get the "internet slang" in that communication. Or they don't proof what they write etc. But I have found that those that communicate poorly in written communication, don't often fair to well in verbal communication either. Not always the case, but it does happen more often then not and that I would attribute more to the younger generation. However, that isn't a failure of one type of communication over another, but the failure of a person's ability to accurately use that form of communication that those chose to use. Which can happen rather it's spoken or written.

Now, the biggest downside to written communication to verbal (especially in person) is the loss of inflection. You definitely have to keep it more matter of fact.

 

[artbot]

i've noticed that my senior clients (wealthy consultants that get easily frustrated and are gifted with only blaming others) don't do well with email. the "thread" conversation with each person chiming in on cc's and such just doesn't work for them. i will finally get on the phone and say the EXACT thing that was being conveyed in email (repeating, rewording, etc), and then i get the "why didn't you say so" .... "you need to be clear with what you are typing".

from now on, certain clients will only get phone calls. for a younger gen' person a so-and-so's-on-the-line is a stress point. i can only assume that for the older generation a long complex thread with many production details being discussed is a stress point as well.

 

[Stanton]

Face to face.

Shoppers like email.
They get to be anonymous via digital acquaintance.

Have a contract ready for a signature.


Face to Face.


Force the transaction.

 

[SignManiac]

My first name is one, my last name is zero.

 

[danno]

I'm in the 50+ bracket. I think it all has to do with the situation. If you are selling me something, I want to see it. If you just want to communicate, then whatever would be best. Most people that call me are trying to sell me something, but then they don't really have any idea of what I do. I tell them that we print graphics, banners, wraps, etc, I always follow that up with my smallest printer is 5' wide. Then they get the message.

 

[Moze]

Thanks for the responses.

Everyone's business is a little different obviously. I primarily "sell" (offer) my installation services to other sign companies. So the challenge for me is making the initial contact and trying to determine if I can be of assistance / if they have a problem I can solve. The problem is, if I call on the phone, I may get someone that views this as rude and intrusive and taking up their valuable time. If I email, it might appear to someone else as if I'm too lazy to pick up the phone or to make the trip in person to see them. I don't see a great way to circumvent this issue, so just curious to hear others thoughts on the whole thing. I suspect there's no cure-all.

 

[Stanton]

... the challenge for me is making the initial contact

March in like you own the place.
Three sentences to make your point.

Act like they are your best friend.

Don't leave without a sale.



Shy is never a plan.

 

[Moze]

So honest question, what percentage of people does that work on?

The kicker is that what works for one person is going to be viewed as a total annoyance to the next.

This world is so driven by instant gratification and getting everything immediately (questions/answers via email, texts, etc.), there’s a constant risk of any approach being viewed as wasting/taking up someone’s valuable time. For every positive approach, there’s a possible negative side effect or perception.

Action = View by Recipient:

Flyer in the mail = Too lazy to pick up the phone or visit, sending me junk mail

Email = Too lazy to pick up the phone or visit

Phone Call = Interrupting my day, annoying sales call, too lazy to come visit

Visit in Person = Intrusive, make an appointment (see ‘Phone Call’)

 

[Stanton]

So honest question, what percentage of people does that work on?)

Loose 20%+ of bids to over pricing, on average. (give or take.)

Don't be a bottom feeder.


Art is fun. Cash is king.

 

[Moze]

But I'm not talking bids. I'm talking about an introduction and sales pitch.

 

[Stanton]

But I'm not talking bids. I'm talking about an introduction and sales pitch.

That is personality.
Smile and broadcast confidence.

Make the dude believe his money will buy him foot traffic.


Teal and orange are popular.