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Jul
20

Why I don’t put my phone number on my website or business cards

photo from tj scenes on Flickr

Getting my phone number is not an easy task. It isn’t listed on the web, nor is it on my business cards. In fact, unless you ask for it and I personally give it to you, it’s likely you’ll never see it. I give it to my potential clients only if they ask and to my actual clients once we sign a contract.

I am very protective of my personal phone number – but not because of the phone number itself, but what it gives you access to. For example, if my phone number were on my site or my cards, anyone could have it. If anyone can have my phone number, anyone can call me when it is convenient for them (not always convenient for me). Anyone can have more access into my life, and I lose some of my control over the way that I am contacted. While I am aware that I can purchase a second phone number – or a virtual phone number – specifically for work, I haven’t. I find them pointless as they are just one more thing to manage. I don’t want another number so that I can give it out to everyone – I want my personal number and the right to choose who has it. Even in business.

Of course, my choice has been met with a lot of questions, comments and concern. So I have decided to explain my reasoning behind keeping my phone number private.

The biggest reason I keep my number off my site and my cards is that phone calls take up a lot of time and are not that necessary in the beginning. As I pointed out, if someone needs to call me, they will get my number. Or, if they are a client, they will get my number. But, the average Joe who is looking for information about my services doesn’t need to call me. An email request, tweet or dm will work perfectly fine, gets their message across and takes up less time. I can also respond to emails in more places than I can answer a phone – and I can do it when it fits into my schedule.

Secondly, voice-mail is evil. And having an accessible phone number means that I will have a lot more voice-mails. For a phone call to work, both people have to be available at the same time. Playing voice-mail tag is the most frustrating thing in the world, and since I am available to work with people in different time zones, phone calls are hit or miss. An email can be sent at any time and the receiver doesn’t have to be there to get it instantly – they can catch up when they get it. Adding another line, or a virtual number, would just add more voice-mails to the equation. And that is not something I want in my day.

Third, first thoughts are better explained written out. I used to have my phone number available, and when I did, I did receive calls. But they wouldn’t go very well. Usually, the person calling wasn’t even sure what to say and it was like pulling teeth to figure out what they needed. With emails, the person is allowed time and space to articulate exactly what they need before sending it off. You also don’t misunderstand or forget something because it is lost in translation…

Finally, even when I did have my phone number available, it didn’t bring in any extra business. Most of the time the first phone calls ended with “why don’t I email you what I need, I am having trouble explaining it”. That whole situation would have been avoided had they just emailed me in the first place. I am all about streamlining and organization – so if you do in two steps what you could have done in one? Just plain silly to me.

My reasons may not make sense to you, and may seem insane in some businesses, but for me, it works.

Do you have a phone number for your clients to reach you? Do you find you get more business because of it? Or is it just one more way that your day gets taken away?

Related posts:

  1. Phone number without an answer isn’t customer service
  2. A phone call? Do people really make those anymore?
  3. Business expectations are like dating…

Category: Business & Marketing Strategy
Topics: ,
  • http://www.marketinghandy.blogspot.com/ Mike Handy

    Ok wow… way to drive home a point my wife has been trying to make for a while… ouch! I can't really argue with this I love what you are saying… I am now compelled to cede to the wife, (she'll be happy) ;)

    • kirstenwright

      Well I am glad that I am not alone in my endeavor to keep my phone number private! Tell her she is right and that I proved it ;)

      • http://www.marketinghandy.blogspot.com/ Mike Handy

        She saw my post… but she knows… she is always right!

  • adamleedesign

    Interesting point of view. You've made a pretty decent case for yourself but I disagree. I have purchased another phone line to use in my office. It's a few extra bucks a month but to me it's worth having a phone number on my website.

    If I go to someones website and can't find a phone number then I'm always a little suspicious. It almost seems like they are hiding something or just aren't professional enough to have a phone number. Of course not everyone will think like that but for me it's worth covering myself.

    Have you considered Google Voice?

  • Sjellsworth

    Well stated. To be proactive in business means you set your own priorities in answering inquiries. If you actually answer your phone, then the person on the other end of the call is setting your priority. If you don't answer your phone and let it go to voicemail, you can play phone tag for an indefinite time. However, those people who feel the need to contact you by phone may need a postscript on your site or something that says you will contact them by phone if they send you an email or tweet or whatever.

  • http://www.cashewstyle.com Alicia Hansen

    I'm with Adam, in that I am suspicious of a company if there is not phone number available for contact. At the same time, I dislike talking to people on the phone regarding business because there are more opportunities for confusion and take up more time than needed. Like you, I prefer communicating via email or DM and have a number of clients very content communicating that way.

    I use a Google Voice number for my business and that has given me much more freedom than I would've imagined. It's enough to keep my personal and business calls separate, and the transcription (though not perfect) is amazing for the customers who love to talk forever, even when leaving a voicemail.

    Thanks for sharing a different perspective and I can see where you're coming from.

  • adamleedesign

    I also want to add… This is the great thing about running your own business. I might disagree with you on this one thing but it's your business, you can do whatever you want. How cool is that!

    • kirstenwright

      Absolutely Adam! Makes it all the more fun :)

  • kirstenwright

    Thanks to everyone for all the awesome comments – it made me think and I have decided to add a spot in my contact form for people who prefer a phone call to leave their number and the best time to reach them. This way, they know that they can be called instead of having to deal with email, but I also can still keep my phone number private! :)

  • Candice C

    Kirs, I couldn't agree more. Additional face time with leads, even in person, doesn't generate more business. I spend a lot of face time with signed clients as its needed for connecting in consultations, but all work done with prospective clients is through e-mail and its sufficient.

    • kirstenwright

      Absolutely! Face to face is awesome, and how i usually hold my client meetings, but can also be a huge waste of time. I love email for its simple efficiency :)

  • Candice C

    Kirs, I couldn’t agree more. Additional face time with leads, even in person, doesn’t generate more business. I spend a lot of face time with signed clients as its needed for connecting in consultations, but all work done with prospective clients is through e-mail and its sufficient.

  • Anonymous

    Absolutely! Face to face is awesome, and how i usually hold my client meetings, but can also be a huge waste of time. I love email for its simple efficiency :)

  • http://www.tekgadg.com TEK.GADG

    Nice article! We don’t put phone numbers on our business cards as well. E-mail is much better for business, as you can be concise while having links to relevant media. And even when we need to contact other companies, we never use their provided phone number.

  • http://www.ricardobueno.com Ricardo Bueno

    You know, I both agree and disagree (yeah, cuz that makes sense Ricardo)…

    I hate voicemail. Too often, voicemails drag on and on and on and end with no actual Call To Action other than “call me back.” And even then, the person either mumble’s through their phone number, or they don’t leave one and instead just safely assume that you have it. So these days, my voicemail reads: “Don’t leave me a voicemail, I don’t check them. If you need to get a hold of me, send me a text message or an email.” For the most part, people seem to follow the rules and well, I don’t share my number much (these days anyway).

    Like you, I also agree that for the most part, you get calls from “shoppers.” People who aren’t sure about why they want or should work with you. Unfortunately, in design, those calls end up taking waaaay too long. Again, with no actual outcome. If anything, you end up educating the “shopper” so that they make an informed business decision with someone else (not you). And for that reason, I dislike voicemails and taking calls from people who aren’t either 1.) serious about signing a contract, 2.) a current client. I’ll take calls from current clients all day long (though even then, sometimes, email still works best).

    All of that being said, I make my phone number available. But if you’re not a current client, I ask that if you’re serious, you schedule an appointment and shoot me an email to talk about what you need rather then spend 1 hour+ on the phone as you shop me around.

    As for Real Estate Agents… Don’t get me started. It’s amazing how difficult some people make it to get a hold of them. One Agent asked me if I’d be interested in sponsoring their event. They called, left a voicemail and said: “Call me back!” No number.

    I clicked on their Twitter Bio, since I knew them there, nothing. I clicked to their website, nothing. Their About page, it’s said “This is an About page…” Their Contact page? No number and the email form was broken. I had to Google the Agent, look up their brokerage’s office number and finally, got a voicemail (ha). I left a message and said we’d sponsor their event. There’s NO WAY I would have dealt with all of that research as a consumer interested in talking to him about listing my house.

  • Pingback: Why my phone number IS on my website and business cards…now. | Wright Creativity

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