Mark Suster - Upfront Ventures
It’s Sofa King More Effective to Pick up the Phone
Suster joined Upfront Ventures as a general partner in 2007. Prior to that he was an entrepreneur (twice) and sold his most successful venture, Koral, to salesforce.com. In addition to his VC work, Suster mentors at Techstars.
Key Points:
- Millennials hate phone calls. They prefer the ability to asynchronously pull together thoughts in an email.
- Text is tone deaf. Phone calls are effective in conveying meaning and emotion.
- Here's how to do a phone call right:
- Prepare - know your key points and the reason you're calling
- Banter is good - Base the amount on the person you're calling.
- Let them know why you're calling - "Listen, the reason I called is..."
- Don't "hang yourself" - Don't talk so much they lose focus and start writing an email.
- Ask questions - Keep them engaged, but don't be an interviewer
- Take notes - Especially important in negotiations
- Seek understanding first in tense situations - Listen, understand, then speak
- Don't be long winded - You'll have a harder time scheduling calls if you're known to be a time sink.
Suster's Conclusion:
Stop hiding behind emails when you should be calling people. Calls are a tool that allow for another layer of communication, and you shouldn't neglect them.
Takeaway:
My generation has grown up with instant text communication as the norm. The abruptness of a phone call makes us uncomfortable when we're so used to being able to carefully craft our communications before we send them. The level of interaction that vocal communication provides should not be neglected. Emotional cues provided vocally help us better understand the people we interact with, and Suster's checklist (#3 above) does an excellent job of preparing people who may not be used to phone communication for doing so effectively.