So, we’re working on that.

But, I have to say, this issue has always been a dilemna for me.  I mean, my job as an seo webmaster is to get my clients used to working with their websites and the Internet.  I’m often dragging them there, away from their phones and fax machines!!  I know all this technology is still new for some folks but frankly, they have to learn it.

If a business has a website and they don’t use it, what’s the point?  They’re missing out in a very big way and the truth is, in just a few years, they may very well be out of business because they’ve gotten so far behind in technology.

I stress to my clients that the best way to contact me is via email.  The reason for this are several…

1) Having clients across the country means clients are in several different time zones.  Instead of holding off until “tomorrow” to make the call to get an answer to the question, sending out an email can often mean that the answer will be there waiting for the client when they come in the next day.

2) Running a small business (and I’m sure many of you can relate) means that I wear many hats throughout the day.  Needless to say, I’m extremely busy.  And the type of analytical work that I do as an SEO webmaster means that I’m often buried in some complicated program or coding.  Stopping to answer the phone is not just a time issue, it’s a problem getting back into the program I was involved in. Imagine taking apart an engine, all the pieces are in front of you but now you have to put it back together.  There are steps you have to take and if you’re interrupted at step 3 and step 5 and then again on step 9, you’ll have to take some time to regroup your thoughts to get back into that project for that particular step.  SEO is just like that.

3) The time!!  Most clients keep me on the phone for at least 20-30 minutes.  I’m sure it’s because they don’t often  get me on the phone but there are days that I could literally go from phone call to phone call and that just is not the most productive way to manage my time.  What I often find is that the client just wants to “talk” to me.  They want to know that I’m there (I guess).

4) Cryptic emails.  What I find most often from the clients who call me the most is that their emails are cryptic.  You know, they type in one question with no details and I’m supposed to guess what they’re talking about.

Have you ever played the game Taboo?  You’re supposed to try to get your team members to say the word that is on your card but there are certain words you can’t use (which are listed on the card).  So,  if you’re trying to get your team to say the word “airplane” you can’t use the words “flying” or “pilot” or “travel” or “stewardess”.  So, instead you often end up describing it.  So, your speech to your team would be something like…”this is something that you take when you go far away and need to get there fast”.

Some people have a very hard time with this game.  Instead of describing the word they just use another word.  “sky”  “clouds”  “hawaii”

That’s how cryptic emails are.  Just a few words but no details, no substance.  So, I email them back asking some questions and I usually get something like, “just call me – it’s easier”.

Yes, it’s easier, but the truth is, this person owns a website.  And the communication through that website is email.  Is that website owner going to call every single person who emails him a question?  Or emails a comment with their order?  We would all love to be able to do that but businesses can’t survive that way.  We need to learn how to communicate effectively via email and chat and social media.  Otherwise, we’ll be left behind.

So, I completely understand what my business coach is trying to tell me.  I know it’s important for customer service to “talk” to clients.  I would love to have the time to chat with them.  But the truth is, I don’t get paid when I chat.  I have to do the work which I am getting paid for, that’s where my time needs to go.

And my clients need to work with me to embrace this new technology they are so desperately fighting.  The Internet is not going away, social media is not going away, in fact, it’s getting stronger as the mobile market gets stronger.  So, embrace it.

I suppose, in the end, we’ll come to a compromise.  But,I just wanted to share my thoughts with you about this subject.  If you have any comments, just let me know.