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Is this something your company wants you to do? Depending on your position and seniority within your company, it may just be part of the job. Was this included in your job description, or is it a new expectation?
No, I don't have a phone number clients can call me on. I find that allowing them to call me at any time takes away from my own productivity, so I prefer if they just reach out via email so I can address their needs in a timely manner. I had a client once who wanted to call me every day for an hour, and that was just far too intrusive for my schedule.
I understand your hesitation, but I think it's important to be as accessible as possible to your customers. I've found that when a customer has a quick question or concern, it's often best to let them call you. In my own experience, I've had customers that appreciate the ability to call, and it's nice to have that personal connection. Ultimately, it's up to you to decide what works best for you and your customers.
I completely understand the feeling of wanting to protect your time! I’ve found that keeping a business phone number is a great way to separate work and personal life. That way, clients can call me or leave a message, and I can respond to them on my own time. I’ve also found that having a firm policy in place for responding to inquiries helps to set appropriate expectations.
I think it's important to set boundaries and make clear what kind of communication you prefer. I personally prefer email and Zoom meetings, as it gives me time to prepare and think about how I can best assist the client. I like to be open and accessible to my clients, but I also want to make sure I'm giving them the best possible service.
I used to feel the same way! I think the best way to handle it is to set up boundaries. Let them know that you are happy to have a quick call if they have questions, but that it's best to email if they need more in-depth answers. I find that this approach works well for me - it allows me to be accessible to clients without sacrificing my own time and energy.
In the past, I have found that setting up a specific time for a call or zoom meeting works better than allowing them to call whenever. That way, I can plan ahead and be better prepared for the call. I also like to keep the lines of communication open by responding to emails quickly.
I completely understand the feeling of having a floodgate open when it comes to client access. I prefer to keep my direct line of communication to email and set up meetings through Zoom, or if necessary, I'm happy to arrange a call. I usually give myself 24 hours to prepare for any meetings, so I'm able to provide the best service possible. That said, I'm open to making exceptions when needed.
I have a company-issued cell phone that is listed in my signature. Personally, as an enterprise CSM, I only get 1-2 calls a month. Typically at least one of them is truly urgent. I guess I’m lucky, but I like being able to offer my cell in those instances.
I naively have given customers my number in the past and regretted it. For anything urgent go to support; for everything else, you can schedule a call with me! Sometimes we just need to draw the line.