Imagine yourself as the client (maybe you are a potential client, if so, even better) — you’re looking for an agency to do your next big digital project. You don’t have any direct references off hand so you pop up google and plug in a search. In a matter of moments chances are you’ll have some very suitable contenders for your business. From there the path usually goes one of two ways: first, sending a few feeler emails, or second, making a few calls to get things rolling. As of then, the ball is in the agency’s court.
Now, flip over to the agency — the moment they get contact from you about the big project their first step is to get you on the phone. Why? Because there’s a better chance they can answer your questions quicker and more thoroughly if you’re talking directly. The bet is you’ll probably choose an agency you feel confident in (even if it costs more). Confidence means a lot of things, but high up on the list is access. As the agency moves through the sales process there is a good chance your access will be full, your questions answered, and your concerns addressed.
Fast forward a few months. Here, right here, two months into the project is the million dollar question. Is your access still full?
Our bet is probably not. You might be doing a lot of emailing, but chances are you lack the access you had the day you started talking.
Well, it’s our opinion that email is becoming the death of customer service. There’s too much of it and it’s too convoluted. Paying attention to 300 or 400 emails a day is not a realistic way to address client requests. And, while tools seem to make email easier and easier to send, the quintessential problem with the platform remains.
The answer is to do less of it. We want to stop trading emails that suck up time and instead do what we did originally, when we first met you. Talk. We think a fifteen minute meeting blows away a 20-chain email thread. If we have an important question, we’ll call you. If something’s taking longer than expected we want to let you know directly. It just doesn’t make sense to bury your project under evites, newsletters, linked-in messages, and the hundred other emails you get daily.