Verbal or Written Communication: Which is Better for Connecting with Clients?

Have you ever noticed how some people enjoy sending text messages or emails, while others prefer to pick up the phone and have a conversation? If you're like me, you might fall into the latter category, finding joy in the sound of a friend's voice or the connection from a real-time conversation.

In today's digital age, the art of verbal conversation is becoming less common, replaced by the convenience of typed messages. While texting and emailing undoubtedly have their place in our fast-paced world, there's something special about the power of voice messages.

In both of my professional roles, proofreader and curator of The Proofreader Greenhouse, I spend much of my day communicating. I explain my corrections on the transcripts I proofread, communicate with my clients to build relationships, and send messages to fellow proofreaders and editors in the TPG community, The Trellis.

Over the years, I've experimented with various methods of communication, and one thing that consistently stands out is the impact of using voice messages. It's not just about conveying information; it's about building rapport, fostering trust, and creating a genuine connection.

Recently, I stumbled upon a fascinating study that delved into the science behind why hearing someone's voice can be so powerful. While the research focused on the bond between girls and their mothers, the underlying principles also apply to interactions between professionals and clients. Here's a link to the article if you're interested in the research.

Let's explore the benefits of both voice messages and written communication for proofreaders and editors. Read on with an open mind to learn how each method shines. Then you can decide which approach best suits you.

Let's start with some benefits of sending voice messages to clients or colleagues:

• Personal touch and connection: Voice messages add a genuine, human element to your communication. They let people hear your tone, warmth, and personality—something that’s hard to capture in writing. Try sending one to a new follower, a potential client, or a colleague who reaches out with a question.
  

• Surprise and engagement: Because they’re less common, voice messages can feel like a fun surprise. You might reply to a new Instagram follower with a short text first, then follow up with a quick voice note. It feels personal and sparks curiosity.
  

• Efficiency and clarity: Voice messages are often quicker (and more natural) than typing out a long reply. They’re great for explaining something tricky or giving quick feedback, especially if you add a short screen recording with tools like Tella or Loom.
  

• Connecting with prospective clients: Talking to potential clients through phone calls or virtual meetings (I use Butter for this) can help them get a real sense of who you are. It’s a chance to show your professionalism and warmth, which can make you stand out and build trust early on.
  

• Conflict resolution and feedback: When something’s unclear or a concern comes up, a real-time conversation can smooth things out faster than a long email thread. Hearing each other’s tone helps prevent misunderstandings and builds trust during those trickier moments.

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Now, let's explore the advantages of sending written messages to clients or colleagues:

• Official documentation: For anything that needs a record—like invoices, scope details, or project terms—stick with email. It keeps everything organized and easy to refer back to if questions come up later.
  

• Comfort level: Not everyone enjoys speaking off the cuff, and that’s okay. Writing gives you space to gather your thoughts first. You can even jot down notes before recording a message; this puts the clarity of writing and the warmth of voice together.
  

• Clarity and control: Writing gives you time to think through what you want to say and how you want to say it. It helps prevent misunderstandings and lets you be intentional with your message.
  

• Technology and timing: If recording feels awkward or you’re not in a quiet space, writing is often the better choice. It’s familiar, easy to edit, and still gets your message across clearly. Because you can polish an email before sending it, you can feel confident about what you’ve written.

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You might start with written messages when working with a new client, then add voice messages once you’ve built a relationship. Many proofreaders and editors find that hearing each other’s voices at the start or end of a project makes the whole process feel more collaborative and encouraging.

Both voice and written messages have a place in your communication toolkit. When you strike the right balance, you’ll find it easier to build strong, trusting client relationships.

Whether you’re sending a thoughtful voice note or a polished email, your clients notice the care you put into communicating. Embracing both styles helps you connect well in every situation.

Keep sharing your voice, in every sense of the word.

To your success,
Julie from The Proofreader Greenhouse

P.S. If you'd like to read the other articles in The Watering Can, click here. 💦