The Client Who’d Rather Text than Talk
To hear one Atlanta designer tell it, high tech can mean big hassles.
That’s her conclusion since her 20-something client begin texting instructions and questions about the $1.5 million house she’s designing for him in the city.
“He texts me 6 a.m. or 8 p.m. or anytime, about anything,” she laments. “He’ll ask: ‘When are the cabinets coming in’ or ‘What’s with the tile?’ ‘Can you bring the lighting?’”
The client, a real estate investor, expects her to respond by text message. That presents a problem: he’s lightning fast at texting, she’s anything but.
“It takes a lot of time to text my reply,” she admits. “I’m not hip to high tech. I find texting impersonal.”
You may share her view, but guess what?
There’s a whole new generation of clients out there. They’re young and techno-savvy, and you’ve got to play the game by their rules.
First, I would not allow this option of communication if you are not comfortable with it.
Second, you must educate your client to the fact that you have other clients so you are unable to answer instant messages.
Third, many questions require reseach, which takes time.
Most importantly, this type of communication does not allow for tracking of question and answers and could easly lead to miscommunication.
I would suggest that text messaging be reserve for emergencies only. Then after the initial contact by text, agree that a conversation by telephone or email be required.
Comment by Renate Eschmann — May 8, 2007 @ 8:51 am
Just remember the client does this because a question pops into his mind and he believes in the 2 minute rule” If you can do something in less than 2 minutes don’t put it on a todo list do it now.”Just because he texts message to you doen’t mean you have to open or read the message the minute you receive it. You have other clients to attend to as well I would set up a system where I read my messages several times a day and respond in groups of questions. maybe the other way to attend to his need is to send him reports on what is happening with the project each week , is there a way to download your oda and and print out all his daily requests and have someon in theoffice find the answers and then email them to him the answers in one message,this way he has answers on record and you have a way of tracking your answers to him by saving your sent messages in a file. If it’s something you have to research tell him this in you e-mail, and have your office person write it up and e-mail from your email box. I’ve had similar problems with clients who want to call me on my cell pphone all the time. I explain to them that when I’m working on their projects they would not like it if I answered my cell phone when I’m with them and they are paying for my time and so please give my other clients the same consideratiion. Frankly most clients reall do nderstand tis if you say it in the right way.
Have you discussed this with him in a business like manner?? Most of the time thats all it takes.
Comment by Michael Love — May 8, 2007 @ 8:46 pm