Remember that 1970’s tune by David Bowie? It came to mind recently as I was speaking to a colleague that I’ve worked with for 20 years in this industry. We were discussing how doing business today is drastically different than the “days of old.” Our conversation took on a nostalgic tone as we compared stories and relived the way we used to conduct business.
Those 4" printed price book binders, architectural manuals and folders of hand-written notes are a thing of the past. Today everything is electronic. Quoting is done through specialized software, mass communications are conducted through email blasts, and orders are entered electronically and stored as PDF files. I remember when we used to mail handwritten proposals to customers and people actually allowed a week to receive them. Then came the fax machine era where quotes were still handwritten, but the mailing time was eliminated. Now, nearly all quotes are created online and transmitted by email…instantly.
Do you remember when you made sales calls and needed to stop at a pay phone to call the office and retrieve phone messages twice a day? Our lives became easier with the invention of voice mail, and then cell phones, and now smart phones that have email capabilities. Rather than writing complete sentences, we simply abbreviate words and communicate thoughts with only a few letters!
As we discuss the future needs of our customers, we use phrases like YouTube, phone apps, QR codes, and social media outlets like LinkedIn and Twitter. Yet, with the advent of change, the need to meet customers’ expectations remains paramount.
Technology advancements will not replace the need for strong relationships. Change? Yes, we must still adapt to these new technologies. If used properly, they will only continue to enhance our relationships with customers and provide additional value.