2011
Email can be a godsend or the bane of your existence. At its best, it’s quick, professional, efficient, eco-friendly, and simple way to share information, documents and links. If you’re using VOIP, it’s also an easy way to keep a handle on your voicemails (yeah, people do still use this form of messaging.) It might seem quaint to be talking about it, however in an instant-messaging society, our ultra-casual attitude tends to blur the lines between busy and just plain rude.I hate sending the “Did you receive…” email, just because someone was not courteous enough to let me know they did.
In the course of a week, I, like many of you, get several hundred emails. I have a lot of filters set up to help sort on the fly, but even so, I’m diligent about responding or handling these pieces of correspondence as quickly as possible, even if it’s just a “I’ll get back to you.” Why? Your time is as important as mine.Repeat: Your time is as important as mine. It’s a common courtesy to respond in some way, but this is not always the case; whether it’s carelessness or haste, many business emails I receive (or don’t receive) fall short in terms of any kind etiquette. Now seems as good a time as any for a email refresher moment:
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In the mail this past week, I received a “Collection” letter. Now, before you start worrying about my finances, don’t. This letter was from a satellite radio service (XM, to be exact) of which I’ve enjoyed 4 years of entertainment. In this case, I was not exactly entertained. In fact, I was quite mad. The letter went on to say my yearly payment was due and in their attempt to put it through, my credit card company kicked it back, hence the letter. What? No call? No nice letter saying “could you kindly update your info?” No, none of these warm fuzzies. Just a nasty gram, well, not only that, but an utterly frustrating phone exchange.
In case you’re ever worried about the negative feedback customers provide, consider this: It’s really an opportunity to do better. By your customers telling you where you’ve failed or come up short, they are giving you what could normally cost thousands (or even millions) in research and development, surveys, focus groups and other efforts.
