Do You Publish Your Phone Number Online?

Exactly. When I tweet my phone number to someone, most of the time… even the person I was asking to call me, won’t call! (Unless they really want / need something bad ).

But I usually get 2 or 3 people saying, “Do you realize that you published your phone number publicly?”

……as if I left my wallet in a restaurant or something.

People / businesses seem to guard their phone number like it’s their social security number…. or their credit card number….

Even Google does this, by the way!

It’s as if they’re HIDING from any sort of real, human, customer contact.

Somehow, real human customer contact” is seen as old-fashioned and totally inefficient.

The reality is, if it’s done well, it’s the most efficient way to build real relationships.

What people (businesses) don’t seem to understand is: There’s a difference between relationship building and order taking.

Once we have a relationship, I’m fine with using your web site or other automated methods to place my orders. ….as long as I know that I could pick up the phone and reach you if I ran into any big issues.

In fact, once I know you, I don’t want to bother you with orders. I’m happy using your automated systems.

But I’m 1000 times more likely to give you my business if I know you’re a human and you’re accessible by phone.

It’s when I’m using automated ordering, and there’s no way to reach a human (or only a foreign outsourced call center in the Philippines), that I get pissed and you’re definitely going to lose by business. …..when a 60 second human phone call interaction could have saved me as a customer.

I totally agree.

I've always posted my phone number prominently. And I do hear from people, “I can't believe you published your phone number!” ….as if it's top secret information.

It's almost like these people are only comfortable if they're “hiding behind their keyboard”, as I say.

Which is another reason why there are probably 1,000 text blogs for every 1 video blog. Again, people like to “hide behind their keyboard”.

You and I are not afraid. We are the exception.

Exactly. When I tweet my phone number to someone, most of the time… even the person I was asking to call me, won't call! (Unless they really want / need something bad ).

But I usually get 2 or 3 people saying, “Do you realize that you published your phone number publicly?”

……as if I left my wallet in a restaurant or something.

People / businesses seem to guard their phone number like it's their social security number…. or their credit card number….

Even Google does this, by the way!

It's as if they're HIDING from any sort of real, human, customer contact.

Somehow, real human customer contact” is seen as old-fashioned and totally inefficient.

The reality is, if it's done well, it's the most efficient way to build real relationships.

What people (businesses) don't seem to understand is: There's a difference between relationship building and order taking.

Once we have a relationship, I'm fine with using your web site or other automated methods to place my orders. ….as long as I know that I could pick up the phone and reach you if I ran into any big issues.

In fact, once I know you, I don't want to bother you with orders. I'm happy using your automated systems.

But I'm 1000 times more likely to give you my business if I know you're a human and you're accessible by phone.

It's when I'm using automated ordering, and there's no way to reach a human (or only a foreign outsourced call center in the Philippines), that I get pissed and you're definitely going to lose by business. …..when a 60 second human phone call interaction could have saved me as a customer.

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Excellent points, Chris. I have a Google Voice “Call Me” button on my Contact page so people can phone me toll-free, and I list the number on my business page on Facebook. Rarely do I get a call. Also, I just added a “Tungle me” button that lets people schedule an appointment (also a free service, connects with Google Calendar). It'll be interesting to see whether that gets any use.

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The best is when companies don't publish their phone number on the web, and instead push their clients through an email to support to get any information at all. Drives me nuts. It is like we have taken three steps back and people have forgotten the power of voice when building relationships and working with one another.

I have always posted my phone number and have several times 'given people permission to call'. They don't. Instead, I get emails. Lots and lots of emails.

As an aside, I note you guys like Google Voice. One of my clients has a competing product, Ribbit Mobile, that you might want to check out as well if you cannot get a GV invite. Ribbit is in beta, has many of the same features as GV -and- offers a web based flash phone that I use *a lot* when I am out of cell phone range, but still have internet connection. And the transcriptions are better too.

Don't want this comment to be spammy, just thought I would throw this out there if you were interested. Go to ribbit.com/mobile and use 'kristie' as the code to get in.

I have been a member of the Newport News Host Lions Club for over 15 years. Our home phone has been published on the Web most of that time. I have never had one crank call. Our number is listed as the club's phone number. We just don't get many calls except from people who need glasses or hearing aids. It has also been published in the local newspaper. We do so much community service, it would be ridiculous not to put out our phone number. As of today, it goes on all my blogs if it is not already there.
Good video with good view. Thanks Chris!

I never publish my phone number online but see many users give their no. online to friends.

Though you have some very valid points, I think the specter of telemarketing (offline spam) still haunts us, causing us to be more cautious.

Will check out some of the resources you’ve suggested.

Great thought-provoking post!

The straight forward solution is to have separate phone numbers for personal and business use. I use two mobile phone numbers and two landline numbers. The extra convenience and flexibility is worth the slightly extra cost.

Chris – I disagree with one point… I think, regardless of gender, it’s important to have a phone number online. I give out my business toll free number (ring central, much like the others you suggest) freely. Why? Well, duh! For all the reasons you mentioned. It’s such a no brainer. I HATE when I want to call someone and there’s NO phone number – anywhere. I love when people call me, it makes you connect with someone. I’m a bookkeeper so I stare at numbers all day long, it’s a welcome break. But besides that…

Would you believe how many people that call me looking for bookkeeping work and end up hiring me – simply because I answered the phone? A lot of people have phone numbers, they just don’t answer them. If it rings and you can pick it up, PICK IT UP people. “Virtual” workers seem to fail at this horribly.

Thank you – this was, obviously, very timely for me and a hot button for me.

Great vlog, Chris!

Please post my number on the national online directory…you can call or text me at 917-696-9512.  Thanks Dave

Please post my number on the national online directory…you can call or text me at 917-696-9512.  Thanks Dave