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In the age of social media, email remains a popular choice for many businesses. Email support services are always brought in to answer customer questions, send out survey forms and notify clients about new content or offerings. However, there are situations where you may not want to communicate through email. Some of these just require additional commitment which email just cannot provide. Listed below are some conversations which do not work well on email and what you can do instead.

Complex Situations

There are complex situations that take more than a simple email to wrap up neatly. For one, communicating something negative or controversial within the organization is not easy with email. For example, firing a key staff member with a termination email may not be received well and could lead to a loss of morale within the team.

Remember, email serves as documentation. Once it is sent out, you can no longer retract it. For difficult conversations, it is best to conduct the discussion face-to-face. In the case of a termination, it allows you and the other person to talk things over properly, resulting in a cleaner exit.

Closing a Sale

This one can be more of a gray area. It is possible to close a sale based on email correspondence alone but for B2B companies, email may just be the first step. A professional meeting follows in order to further discuss details regarding the transaction.

Conducting a sale face-to-face allows you to utilize paralanguage; the nonlexical component of communication such as intonation, pitch, gestures, and facial expressions. It builds character, confidence, and trust, making the possibility of a future sale much more likely.

Lengthy Discussions

Sometimes, what starts as a fairly simple project turns into a prolonged back and forth process through email as revisions and new details come up. It will be hard to consolidate everything discussed by then, especially if it involves long-winded paragraphs, charts, and explanations that take a while to read.

Discussions like these are best suited for a face-to-face meeting. A phone conversation between you and your prospect can work too,  as communication takes place in real-time. After everything has been discussed, then you can send an email summarizing all the details which reinforces the earlier discussion.

Building Connections with Prospects

Email may not work as well when you are attempting to connect with a prospective client or partner. Initiating a conversation through email could possibly land your message in a backlog, which has a high likelihood of being overlooked by its recipient.

If you need an immediate response, a phone call will work better than an email. Plan accordingly so you may relay your message in a concise, detailed manner that is both professional and worth the other person’s time.

Email is a very versatile tool no doubt. It is not the only tool to effectively handle business communications, however. It still pays to have your own customer support services for inbound and outbound purposes. Lastly, face-to-face interactions remain valuable even in this digital age. The important thing is using the right tool at the right time and in the right context.

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