{"id":1407,"date":"2008-02-06T11:21:57","date_gmt":"2008-02-06T17:21:57","guid":{"rendered":"http:\/\/selectmetrix.com\/blogs\/2008\/02\/monologue-communication\/"},"modified":"2008-02-06T09:23:21","modified_gmt":"2008-02-06T15:23:21","slug":"monologue-communication","status":"publish","type":"post","link":"http:\/\/selectmetrix.com\/blogs\/2008\/02\/monologue-communication\/","title":{"rendered":"Monologue Communication"},"content":{"rendered":"<p><a target=\"_blank\" href=\"http:\/\/www.justsell.com\/latest.htm\">JustSell.com&#8217;s latest newsletter<\/a> has a quick-hit tidbit that caught my eye:<\/p>\n<blockquote><p>Be careful to avoid working to get the needs of your paying customers and highly qualified prospects &#8220;off your plate&#8221;. These are the people who deserve your attention and time.<\/p>\n<p>Technology has allowed us to communicate by monologue \u2013 in one direction \u2013 sending or leaving a message in the written form (email) or oral form (voice mail) and then moving on until we receive a response. This can cause us to get lazy in our service efforts \u2013 creating gaps of needed care and attention and subsequently weakening relationships that might otherwise build stronger barriers to competitive entry.<\/p><\/blockquote>\n<p>&#8220;Communicate by monologue&#8221; is an apt phrase for email, voicemail and IM.\u00a0 I have to admit to being guilty of this approach.\u00a0 I sent the email, did my part, now it is up to them.\u00a0 That isn&#8217;t the best approach to proactive customer service, is it?<\/p>\n<p>I worked for a sales manager who liked to say that most customers leave because they feel under appreciated.\u00a0 This tidbit shines some light on that truth.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>JustSell.com&#8217;s latest newsletter has a quick-hit tidbit that caught my eye: Be careful to avoid working to get the needs of your paying customers and highly qualified prospects &#8220;off your plate&#8221;. These are the people who deserve your attention and time. Technology has allowed us to communicate by monologue \u2013 in one direction \u2013 sending or leaving a message in the written form (email) or oral form (voice mail) and then moving on until we receive a response. This can cause us to get lazy in our service efforts \u2013 creating gaps of needed care and attention and subsequently weakening relationships that might otherwise build stronger barriers to competitive entry.&hellip; <a class=\"read-more\" href=\"http:\/\/selectmetrix.com\/blogs\/2008\/02\/monologue-communication\/\">Read More<\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"bgseo_title":"","bgseo_description":"","bgseo_robots_index":"","bgseo_robots_follow":"","_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_hide_featured_image":false,"_jetpack_featured_image_duplicate_dismissed":0,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"jetpack_post_was_ever_published":false},"categories":[14,9],"tags":[286,288,287],"class_list":["post-1407","post","type-post","status-publish","format-standard","hentry","category-communication","category-sales-techniques","tag-customer-communication","tag-customer-retention","tag-customer-service"],"jetpack_publicize_connections":[],"jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/p5Oho-mH","jetpack-related-posts":[{"id":2499,"url":"http:\/\/selectmetrix.com\/blogs\/2012\/06\/rapport-sells-more\/","url_meta":{"origin":1407,"position":0},"title":"Rapport Sells More","author":"Derrick Moe","date":"June 11, 2012","format":false,"excerpt":"This is one of those topics I always believe people inherently know\u2026and then I come across a robotic salesperson.\u00a0 Apparently not everyone is aware of this truth.\u00a0 This quick post from Selling Power speaks to the importance of rapport-building and successful selling (and I lifted the title from them). A\u2026","rel":"","context":"In &quot;Communication&quot;","block_context":{"text":"Communication","link":"http:\/\/selectmetrix.com\/blogs\/category\/communication\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":252,"url":"http:\/\/selectmetrix.com\/blogs\/2006\/08\/finally-some-interviewer-tips-part-deux\/","url_meta":{"origin":1407,"position":1},"title":"Finally Some Interviewer Tips &#8211; Part Deux","author":"Lee Fratzke","date":"August 23, 2006","format":false,"excerpt":"A few months back we posted on an article from CareerBuilder.com titled Top 10 Interview No No's. One of the top 10 \"no-no's\" is a topic that we discuss with our clients regularly. It is: 2. No Opening Monologue - It is often tempting to have a monologue at the\u2026","rel":"","context":"In &quot;Hiring&quot;","block_context":{"text":"Hiring","link":"http:\/\/selectmetrix.com\/blogs\/category\/hiring\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":616,"url":"http:\/\/selectmetrix.com\/blogs\/2007\/01\/6-body-language-clues\/","url_meta":{"origin":1407,"position":2},"title":"6 Body Language Clues","author":"Derrick Moe","date":"January 30, 2007","format":false,"excerpt":"Managesmarter.com offers this article - Express Yourself - to provide salespeople with 6 easy reads of their prospect. Nose or face scratch implies dislike. Head tilted to the side implies interest. Eye rub implies deceit. Hand or finger blocking the mouth implies lying. Thumb tucked under the chin with index\u2026","rel":"","context":"In &quot;Communication&quot;","block_context":{"text":"Communication","link":"http:\/\/selectmetrix.com\/blogs\/category\/communication\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":1827,"url":"http:\/\/selectmetrix.com\/blogs\/2008\/12\/bbd-pay-for-customer-service\/","url_meta":{"origin":1407,"position":3},"title":"BBD-Pay For Customer Service","author":"Derrick Moe","date":"December 15, 2008","format":false,"excerpt":"BBD=Bad Business Decision.\u00a0 I am always amazed that companies want to charge for customer service, but obviously it must work for them.\u00a0 I can see where computer customer service is a difficult thing since you often have uniformed end-users.\u00a0 However, this abcnews.com story is over-the-top (my bold): Many consumers are\u2026","rel":"","context":"In &quot;Communication&quot;","block_context":{"text":"Communication","link":"http:\/\/selectmetrix.com\/blogs\/category\/communication\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":1617,"url":"http:\/\/selectmetrix.com\/blogs\/2008\/06\/customer-service-dex-style\/","url_meta":{"origin":1407,"position":4},"title":"Customer Service &#8211; Dex Style","author":"Derrick Moe","date":"June 13, 2008","format":false,"excerpt":"Unbelievable.\u00a0 I sent an email NINE days ago to Dex, the phone book company.\u00a0 They have an old listing for our business including a phone number and address we haven't had for over 3 years.\u00a0 I was just informed of this fact by a customer who was trying to reach\u2026","rel":"","context":"In &quot;Anecdotes&quot;","block_context":{"text":"Anecdotes","link":"http:\/\/selectmetrix.com\/blogs\/category\/hiring\/anecdotes\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":479,"url":"http:\/\/selectmetrix.com\/blogs\/2006\/12\/dont-talk-write\/","url_meta":{"origin":1407,"position":5},"title":"Don&#8217;t Talk. Write.","author":"Derrick Moe","date":"December 5, 2006","format":false,"excerpt":"I've been reading up on articles that are discussing how to use email for prospecting as opposed to the traditional cold call. The process has some merit since email has become so ubiquitous and accessible(BlackBerries, PDA cell phones, etc.). The cold call is an interruption in the prospect's day no\u2026","rel":"","context":"In &quot;Communication&quot;","block_context":{"text":"Communication","link":"http:\/\/selectmetrix.com\/blogs\/category\/communication\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]}],"jetpack_featured_media_url":"","_links":{"self":[{"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/posts\/1407","targetHints":{"allow":["GET"]}}],"collection":[{"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/comments?post=1407"}],"version-history":[{"count":0,"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/posts\/1407\/revisions"}],"wp:attachment":[{"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/media?parent=1407"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/categories?post=1407"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/tags?post=1407"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}<!-- WP Super Cache is installed but broken. 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