💼 Sometimes the old way is the best way - By Jonathan Broekman
Category News
In a world where AI and automated responses have become the norm, my recent experiences served as a confirmation that face-to-face interactions in business are necessary and just as important as they were 20 years ago. Human engagement and good old-fashioned customer service can never be replaced by technology.
Two weeks ago, I was forced to replace two tyres after my trip to Mozambique. Mohamed from Tiger Wheel & Tyre Bryanston went the extra mile and called two days after my purchase to express his gratitude for my business and ensure I was satisfied with the experience. It's a practice he follows diligently with every customer. And while it may seem trite, following up after a sale does so much to showcase how your clients are more than just another invoice.
💼 The Importance of Face-to-Face Meetings
Later that same day, a buyer requested a face-to-face meeting at my office to establish a deeper connection and finalise our deal in person. The following day, my FNB banker paid me a visit, emphasising that while FNB's digital platforms are excellent, there's simply no substitute for building relationships through in-person meetings.
While spending some time doing some research on the topic, I've concluded that my experience is not in the minority:
- 🤝 Diminished Nonverbal Communication
Studies show that 70-93% of human communication is non-verbal, including gestures, facial expressions, and body language. Video calls often fail to capture these vital cues, hindering or at least prolonging trust-building and effective communication.
- 😰 Fear of Public Speaking and Self-Consciousness
Online meetings can provoke anxiety as participants are continuously under the scrutiny of their webcams and can see themselves. This self-consciousness can erode confidence, making it challenging to communicate effectively. The constant self-observation also diverts attention from the meeting's content, potentially diluting contributions and hindering the flow of free thought and ideas. In contrast, face-to-face meetings offer a more relaxed atmosphere, fostering authentic interactions and allowing for the free exchange of ideas.
- 🔄 Miscommunications and Misunderstandings:
The absence of physical cues and limitations of online interactions can lead to miscommunications and misunderstandings. These challenges can have significant consequences in business, where clarity is paramount.
- 😓 Mental Wellbeing and "Zoom Fatigue"
Extended use of videoconferencing tools can result in a phenomenon referred to as "Zoom fatigue." leading to mental exhaustion, decreased mobility, and higher cognitive load. This can negatively impact overall mental well-being and productivity. While I'm not saying we should stop them altogether, it is crucial to discover a healthy balance between the necessity and expedience of online calls vs. the personal touch of face-to-face meetings.
As we navigate the post-pandemic world, we must remember that the shortcuts of online meetings, countless messages, and emails can be enhanced and solidified by the authenticity of physical human interaction.
Encouraging your team to prioritise in-person interactions can make all the difference in fostering trust and meaningful connections in the professional sphere.
Take care,
Jonathan Broekman
Author: Jonathan Broekman
