A Distributor Asks: The Washington Post says phone call etiquette has changed: Text first and never leave a voicemail. Personally, this aligns with most of how my clients behave. Thoughts?

Sales is about attacking the space nobody is in. Running toward uncomfortableness. Do you want to be remembered as a text and an email? Try mailing a letter and talking on the phone, and watch the results.

Erik Mickelson
Operations Manager
Northwest Embroidery
Milton, Washington
PPAI 241213, D1

If you have an existing relationship, I believe texting is fine for certain situations related to an ongoing project or reaching out about an upcoming project, but I wouldn’t text for prospecting, or just catching up.

Javier Melendez
Account Executive
Walker-Clay Inc.
Hanson, Massachusetts
PPAI 241213, D1

So, here’s where I sit: Text before calling 95% of the time and leave a voicemail 90% of the time. I do think in today’s world that it’s courteous to text someone to see if they have a few minutes before calling. That being said, I don’t think it’s discourteous to call any more than it’s discourteous for someone to see I’m calling and ignore it because they are busy or because I’m a blowhard/gasbag.

I almost always leave a voicemail (unless I’ve been asked previously not to) so the recipient has an idea why I’m calling. In my experience, most people don’t like to play mystery games. As far as not leaving a voicemail or text explaining why I’m calling, I think that’s weird and obtrusive. Unless your hair is on fire, there is no need to contact me via every possible method.

It’s important to be malleable for clients. When I take on a new client, I ask them directly how they prefer to communicate and do my best to accommodate. We all need to remember that these miraculous portable communication devices we carry are for our convenience and not the person trying to get in touch with us.

Bill Petrie
Owner
Brandivate
Hendersonville, Tennessee
PPAI 626207, A1

A Distributor Asks: I landed a promo sales job with cold calling, and I’ve never done this before. Any ideas on a script?

Start at the top floor of a big building and work your way down. I made 77 calls in one day. Finding someone to compete with helps. Starting with warm prospects would be ideal. Get an appointment setter. Work hard, and good luck!

Lesli Herbert Covell
Owner
Proforma - Extraordinary Promotions
Richmond, Texas
PPAI 533771, D1

The line I have used for years is, “Are you 100% locked in with where you buy from now, or would you be open to a quote on your next project?”

Mick Sprinkle
Owner
LeadDogs
Clermont, Florida
PPAI 620974, D1

A Distributor Asks: What sets one supplier apart from another? What is it that you look for, specifically, to continue orders with someone?

Do not promise what you can’t deliver. Send the tracking number the same day it is created. Show your products at The PPAI Expo, plus your regional show. Use multi-line reps to show your products all over the USA. If you have made-in-USA products, tout that!

Linda Mellin
Owner
American Printing & Promotions
Eastvale, California
PPAI 372619, D3