Consistency and Communicating in IOL

The new age of in office life, (IOL??) not sure if anyone else has coined that abbreviation, is vastly different from the traditions of the past 50 years. Virtual companies are now more of the standard. Working remotely fits in with the modern workday demands.

Larger companies are now expanding their reach by hiring contractors with flexible schedules. This works for employers as they are not committed to long term benefits and the like. This works for both new employees, employees juggling kids and ageing parents, and the creative type yearning for flexibility. It makes sense in the ebb and flow of business. My question is as efficiency is gained, some of the finer points of B2B relations have minimized, does this mean we have lost too much?

I think globally and realize what customers in any transaction is not only efficiency but an honest and attentive customer service experience.

Either in person, a directed personally written email, or for those complicated sites a responsive chatbot! The point being consumers want to feel they have been heard and their needs addressed. Many businesses often overlook a simple fact: communicating by voice is faster, easier, and more effective than typing messages back and forth.

According to the Harvard Business Review, humans generally speak at 125-175 words per minute and can listen at a rate of up to 450 words per minute. In contrast, the average typist does 38-40 words per minute — and that’s on a full-fledged keyboard, not on a mobile phone. A consumer may prefer to make plans with friends over text message, or to order a pizza online, but when faced with a complex purchase, these preferences often change. When making a significant decision, like applying for a first-time mortgage or exploring a potential bathroom remodel, most consumers want to talk to a qualified human expert. According to a study by Google, 61% of mobile users call a business when they’re in the purchase phase of the buying cycle. Most respondents would call instead of reaching out online because they’re looking to get a quick answer (59%) or talk to a real person (57%). The study also found that consumers are more likely to call a business when making a high-value purchase in verticals such as auto, finance, or travel.

What is extremely important is that first contact.  The statement that stood out to me was this: “Use a greeting that will make a difference and set you apart from your competition, making certain your customers know they called the right place.” That seems super simple and a warm welcome can make all the difference. How does contracting fit into all of this? On the employer side, the workforce can adapt to the changing workflow. For those individuals that contract, it makes their work world more dynamic. Flexible when necessary, though shorter contracts may create greater amounts of turmoil. In many types of businesses, people like to know their favorite person is there. That’s why creating a personality for your business is critical.

In my quest to understand this dynamic better, I investigated the thought of “does a business really need a person to talk to”. I read quite a few topics and this one I was very inspired by: As Peter Drucker said, “Culture eats Strategy for breakfast.” It’s about being human.

The way in which people communicate, connect and care for each other at every level of the business has a profound influence on how people perform.

If your team is constantly changing, it can be frustrating for your clients, and consistency suffers.  So, in order to face the challenge of the new business models remember to be consistent, talk to people, and make sure each of your clients feel that you have their best interests at heart.


Cynthia Kosciuczyk, MBA
Cynthia Kosciuczyk, MBA
I took the less-traveled roads which led to many careers. Each of these contributed to my unique mix of expertise: science research, teaching, food, art, and textiles. Owning and operating my own businesses (a bakery, a gallery, and a consulting business) thrust me into the driver seat of learning many diverse roles from customer service to public relations and resulted in my unique management style. Participating in the creation of startups, working in design, and my own businesses and technology endeavors. My quest for knowledge and seeking out the best has turned me into a networking enthusiast. A lifelong passion for textiles and Persian rugs taught me an array of professional skills such as research, writing, and community events. Networking resulted in a multitude of business opportunities. My experiences include Management, Entrepreneurship, Sales, Design, Descriptive Writing, Business Strategy, Color, and Textiles. Every facet of my work and life comes together like pieces of a puzzle. I strive to be a phenomenal networker and problem solver who continues to learn and grow.

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