14 Circumstances in Which You Should Avoid Mobile Customer Communications

By Young Entrepreneur Council

Q. In what cases should you NOT communicate with potential customers via mobile?

1. You Have Bad News

The rule is that you can communicate good news however you want, but you can only communicate bad news in person or over the phone. – Christopher Kelly, Convene

2. During Negotiations

Negotiations should be done in person, by phone, or at the very least, by video conference so that there is more personal contact. While mobile is good to attract traffic and stir interest, it can’t deliver the human touchpoint necessary to build trust and close a deal – John Rampton, Due

3. When You Need Details

When you know the communication with the customer is already digging deeper and beginning to require further details that you will need next time, email is the best option, so you have something to refer to or review when needed. The conversation will always be in the thread for note-taking and improved communication. – Daisy Jing, Banish

4. You’re Trying to Demonstrate the Benefits of Working Together

While I realize many people use their mobile phones for everything, I think more detailed discussions about how a product or service works shouldn’t take place on mobile, but on a larger screen or even in person. There’s just more of a presence and interaction there that’s hard to do on the smaller screen. – Murray Newlands, Sighted

5. A Contract Is Ready to Be Signed

When the potential customer is ready to sign a contract or just close to it, it’s important to arrange an in-person meeting. This will let them know that you are serious about working with them and ready to take the necessary steps forward. – Stanley Meytin, True Film Production

6. Before They Ask to Receive Messages From You

Let’s get real: The same etiquette you use with email marketing should also apply to your mobile communication. Don’t send messages or offers to people who never requested them. Don’t send irrelevant offers. Don’t forget to personalize. Don’t spam. – Ismael Wrixen, FE International

7. If There Could Be Legal Issues

I try to keep a paper trail for anything and everything from a legal standpoint. When I am negotiating a contract or agreement of any kind, it’s always best to get all terms in writing before moving forward, even if it may seem like an informal or minute detail. If there is any dispute, you can point to the exact language you each used in any and all correspondence. – Justin Lefkovitch, Mirrored Media

8. Their Number Is Not on …read more

Read more here:: B2CMarketingInsider

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