By Marcus Moufarrige, Chief Operating Officer, Servcorp
As technology continues to become more prevalent in the way we communicate in business, it’s important not to lose sight of the personal touch when building and maintaining strong client relationships.
To understand the changing nature of digital communications and how this is influencing the way we operate as business people, last month we commissioned our Servcorp Good Business Study – an independent survey of 457 owners and managers of Australian companies.
It was interesting to see that when asked whether the increasing use of technology and digital communications means Aussies are losing the personal touch in business, the majority (65%) agreed.
In fact, in a digital age where companies continue to look for ways to stay ahead, almost half of those surveyed (48%) admitted to spending less time meeting in person with clients and contacts than they did five years ago.
This decision to prioritise the digital over the personal is having a real impact on business’ bottom line; with a number of faux pas influencing whether a particular supplier is chosen or awarded a contract – not having calls and/or voice mails returned (78%) and receiving poorly written emails containing typos and grammatical errors (58%) topping the list.
While there is no question that the use of technology and digital communications in business can significantly increase productivity, it’s important not to lose sight of the importance of building those one-to-one, personal relationships. Showing that you have time for your clients and that you understand their needs is critical to future proof business future success and growth.
To help manage a heavy workload and preserve the art of good business here are my top tips:
- Get the right infrastructure in place – a cloud-based global IT network with 24/7 technical support will let you use digital communications tools to their best advantage
- Think about what support you need – appointing a secretary to help manage calls, emails and meeting requests will ensure you’re always responsive
- Create the right impression – having the right space to host those meetings ensures you’re creating that professional persona.