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I work for a value added reseller in the IT field, in a technical, post-sales role.

Lately I've had to do a lot of remote follow-up with various clients via webex. Since it's just the two of us, in the "Conference Call" details, I generally just put "Please call me at (my desk number)".

My concern is that asking the client to call me (instead of me offering to call the client) could be considered as impolite or a mild breach of etiquette.

Should I be concerned about this? Is there any established business etiquette surrounding the question of who should offer to call whom in a business relationship?

The calls don't cost the client money, they have already paid for the project as a whole.

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Honestly as a client I prefer (if I'm paying by the hour/ect) if I always initiate the call so I always know when I'm accepting billable hours. Are you charging for the calls? – Rarity May 16 '12 at 15:02
@Rarity, the calls do not cost the client. – Jeremy May 16 '12 at 16:41
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@Jeremy - This is a small detail. If the client has a reason for preference they will advise you of that reason. Generally most companies I have worked with are used to calling in to a conference call anyway so calling your desk is no extra effort. – Chad Jun 20 '12 at 13:08

1 Answer

up vote 4 down vote

I have been to both side of the roles. In general, this depends on the context of the client.

  1. When client is initiating a new request or has a question to ask he/she won't mind calling you.

  2. If he/she has called you already, but found answering machine or no answer, if they have to repeatedly call you to get hold of you, it really is very irritating.

  3. If he/she call you but if either you are busy or not comfortable taking call and ask to call later - it is fine once in a while but not good in frequent cases.

  4. If I am a vendor, and I am planning a follow up myself, I would definitely want to initiate the call myself and call the client rather than expecting call back.

I deal with many of our partnering clients who do want that they are serviced very well. It turns out that when we call back - they find that we are very concerned about them and value their association. People rarely get offended if they have to call and such matters don't really count when they make genuine decisions; but you calling them definitely will bring that comfort level. I have experienced that.

On the other hand, when I am procuring stuff, I personally weigh only the technical aspects to evaluate and extend business; the only thing concerns me about vendors if they don't respond to requests or call.

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