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June 12, 2015

Can I speak to someone?

Do you list your telephone number on your website? How about your physical address? Your city? Your country?

I recently did a Google search for a specialist developer in New Zealand. From the results I got, I narrowed it down to about 5-6 websites. I was surprised that two of these sites didn’t list a phone number. The only way of making contact was to email or sometimes only completing a form – not even an email address listed! Another of the sites made no mention of any city or country. They clearly didn’t want to be affiliated with any ‘place’ in the world. I understand that they’re probably trying to encourage international clients, but I wonder if this really gives any credibility.

Now don’t get me wrong. I understand as much as the next person how frustrating it can be to be interrupted by phone calls throughout the day, but isn’t this taking it too far? Certainly at the beginning of a project I’d like for my clients to be able to call me and talk through their ideas or concerns. I would certainly have liked to have a quick conversation with a developer to explain my project and ask about their experience without having to write it all down.

When I send out a proposal, I include a note that says that email is my preferred method of communication, but it isn’t something I would enforce. Where is the customer service?

Do you disagree? I’d love to hear some other views on this issue.

2 Comments

  1. Andy says:

    Nice read! I totally agree with you, I find the friendly phone is increasingly being passed off onto long (and time consuming) email strings. It’s always good to have the notes to refer to, but a chat on the phone opens up so much more than just the required information—it demonstrates people’s personalities. And this is a forgotten and very important value, especially when establishing working relationships as you’re doing.

  2. David Nguyen says:

    Lol. I have been suggesting this to a number of my clients lately. It amazes me how many websites either do not contain a phone number, or even as you say, an email address. I suggest to clients that their phone number should be ‘above the fold’. After all the idea of a (business) website surely is to allow for potential customers to contact the business?

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