But Cuban’s logic for his proclivity toward email over the phone is very different from younger generations. He said conversing over email gives him more time to craft a thoughtful response.
“I’ll give you more comprehensive responses than if it was via phone,” said Cuban, who’s worth an estimated $6 billion. “And if we do it by phone, I’m going to forget half the stuff that we talked about because I’ve got so much going on.”
“As to solutions, we have been doing extensive training, incentives, call observing with our veteran reps, and even hired a business psychologist,” Halloran previously told Fortune. “After more than two years of this struggle, we’re nearly to the point of throwing up hands and embracing SMS and WebChat versus continuing to fight an uphill battle.”
Still, for his own business purposes, Cuban says he prefers emails over phone calls because he can go back and reference what he’s said.
“If we do it via email, I can search for it, always,” he added.
Just like most business approaches, emailing instead of talking on the phone has its pros and cons.
“Younger generations are less inclined to spend hours in a restaurant or cafe when they can have a quick discussion online,” Emilie Vignon, associate director of Robert Walters California, wrote in the 2024 study. To be sure, Vignon also said there are also “downsides” to only conversing via email or text.
“Face-to-face interactions allow for meaningful connections and provide an opportunity for non-verbal communication cues, building trust and rapport with clients and colleagues,” Vignon added. “The subtleties of body language, facial expressions, and tone of voice contribute to a deeper understanding and connection that often cannot be fully conveyed through text or even video chats.”
