Conversations in a
digital age

We’ve all been party to a huge shift from verbal communication to digital communication via social media platforms, texting and emailing. We live in a world of emojis and acronyms, 24 hour a day communication and lost dinner table conversation. I wonder if you’d agree that many people now seem reluctant to pick up the phone and have verbal, real time, conversations, especially with unknown third parties? In fact, some appear to almost fear verbal communication via phone or face to face!

For the aesthetics sector this need to feed the appetite for online communications has in recent years led to a growth in connecting with clients via social media platforms and online diary booking systems.
But then along came Covid19 which brought enforced isolation and social distancing – oh the irony! Here we are on the other side of the pandemic with many of us choosing to continue to work from home, are we really ready to give up on conversation with real people or do we need them now more than ever? After all we human beings are relational creatures – it’s our need for human connection that drives us – even in this world of selfies we’re simply looking for approval and affirmation from our fellow man.

We all know the benefits technology has brought to our lives and businesses, especially over the last few years, however is now the time to revisit what sets us apart? Our ability to connect with people is more important than ever, to be available, ready to listen. Here at AR we’re seeing a shift – our average call length is longer than ever and the consensus amongst the team is that people want to chat more when they have you on the phone. Nothing complicated, just more general conversation and connection.

So how does this work in practice for your business? I’d encourage you to pick up your phone during your opening hours –and not simply rely on an answer machine or online bookings system. By all means have them as an option, to strengthen your offering, but make sure your staff are ready to chat with people and connect. This opportunity to create relationships over the phone is hugely valuable in building both existing client’s loyalty and creating a great first impression for new enquirers!

For information about how we can support your practice please call us on 0191 7203000