Use Phone, Email and Messages Together
Practical ways to use phone, email and messages together, so you reach people the way they like.
Different people prefer different channels. Ask and adapt.
10 tips that really help
These ideas come from The Little Red Book of Selling (Jeffrey Gitomer), Never Eat Alone (Keith Ferrazzi), Raving Fans (Ken Blanchard and Sheldon Bowles), and everyday practice. The first six help the most. Pick one and try it today.
Different people prefer different channels
Some answer calls, others prefer a short message, and asking removes guesswork.
Ask them.
Record the preference
Note each person’s favourite channel so you never have to ask twice.
Add it to your tracker.
Use email for detail
Written messages give a clear record of numbers and plans.
Draft clearly.
Use calls for warmth
A voice builds trust faster than text.
Call when it matters.
Use messages for quick checks
Short notes suit confirmations and reminders.
Keep them light.
Do not flood one channel
Spread contact so no single inbox feels crowded.
Plan the mix.
Stay professional on messaging apps
Keep tone polite and respect their time.
Check before sending.
Track which works best
Notice who responds to what.
Log results.
Combine them gracefully
A note followed by a call is often effective.
Try it.
Channels have strengths
Email for detail, phone for warmth.
Learn them.
Easy things to say
When you are stuck, pick one of these. They work in many sales conversations.
“What is the best way to reach you?”
“I will send a note and call on Friday.”
“Quick message to confirm.”
“May I call you for five minutes?”
“Does that suit you?”
“Thank you.”
Your first week
One small action a day. Each day is only a little bigger than the last.
Ask preferred channels
Note them in your records
Plan a mix
Use email for detail
Use calls for warmth
Use messages for quick checks
Review
Further reading
- The Little Red Book of Selling (Jeffrey Gitomer)
- Never Eat Alone (Keith Ferrazzi)
- Raving Fans (Ken Blanchard and Sheldon Bowles)
The tips above are written in our own words and are general guidance. The books are suggestions for further reading.
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Start freeThese lessons share general learning and everyday ideas. They are not medical or mental health advice. If you feel very anxious, low or unwell, please talk to a doctor or a qualified professional.
More lessons in “Keep Customers and Win Referrals”
Keep going. Small steps every day make a big change.
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- Why Most Sales Are Lost in the Follow-Up
- Follow Up Within 24 Hours
- The Five-Touch Follow-Up Plan
- Give Value in Every Message
- Use Phone, Email and Messages Together
- Say "I Am Checking In" Better
- Follow Up With a Helpful Link or Idea
- Under-Promise, Over-Deliver
- Respond Faster Than Expected
- Surprise Them With a Small Gift
- Remember Birthdays and Milestones
- Handwritten Notes Still Win
- Make Onboarding Easy
- Fix Problems Before They Notice
- Listen First, Fix Second
- Say Sorry Without Excuses
- Offer a Solution, Not a Speech
- Follow Up After the Fix
- Learn From Every Complaint
- Turn a Bad Review Into a Good Story
- Know When to Escalate
- Review Accounts Every Quarter
- Ask "What Else Could Help?"
- The Gentle Upsell
- Cross-Sell With Care
- Find the Next Department or Branch
- Renewals Without Panic
- Celebrate Customer Anniversaries
- Ask at the Moment of Joy
- A Simple Referral Script
- Give Customers an Easy Way to Share
- Thank Referrers Beautifully
- Referral Partnerships
- Collect Reviews the Right Way
- Build a Personal Brand
- Keep Learning Every Year
- Protect Your Reputation
- Balance Work and Life
- Teach Others What You Know
- Your Ten-Year Selling Plan
