How You Communicate Matters – So for Pete’s Sake, Let the Customer Choose

I had a roommate in graduate school who ate her food one thing at a time, and it couldn’t touch on the plate. All the peas. Then all the rice. Never the two shall meet.

This struck me as a little strange – mixing things up is part of the excitement! Life should not be lived in little separated boxes.

Yet, when it comes to communication, I think I am a partitioned plate kinda person.

If I contact you via email. I want to be emailed back. Don’t call me.

Actually, don’t call me ever, unless my child is dangling by her toe from a chandelier or some other emergency situation is going on. I am not a phone person.

Pet peeve: online forms that require my phone number. If I came online to contact you, that’s where I want our conversation to remain. In little black words on a screen.

If I reach out on Facebook and then the reply comes via text, I am confused. Media crossover = neurons misfiring.

I actively use a variety of communication media, of course.

I text (a lot).

I gChat.

I Skype (a lot).

I email.


I talk on the phone – to my Mom.

There is a time and a place for online chat – but please don’t tell me every 10 seconds that someone is waiting to talk to me. If I want to chat, I will. The reminders make me feel like someone is standing with their nose pressed against the storm door waiting to come in.

I don’t like that either.

It is critical to pay attention and honor the ways that others like to interact. Here at myG we are working on finding the right ways to be accessible to you without crowding you or creeping you out.

So what I want to know is – how do YOU like to interact with a company when you are interested in more information?

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About the Author

Kristen Bassick

Kristen is the Director of Customer Experience for myGreenlight. She’s been working with Ferrazzi Greenlight since 2010, helping with social media and marketing efforts. Now she cracks the (metaphorical) whip to make sure myGreenlight participants have an amazing experience.

Comments (8)

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  2. Asking questions are actually pleasant thing if you are not understanding anything totally, however this article offers
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  4. Email or Twitter. Never phone: it’s an interruption. Email allows me to choose when I check it and respond, and the same with Twitter, but even better, because a tweet doesn’t require action.

  5. Love it. My preferences are email and then phone. Amazing how many people want to text chat and don’t get it when I reply with “call me.” Asocial media is not my thing, which is probably why I deal in live events. The power of human contact is an amazing thing.

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