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Don’t Leave Your Customers Guessing

Thursday, February 22, 2018

Are you connected to your email all day with customers, co-workers and business partners expecting an immediate response to their emails?

If you are in a role with high levels of communication, people will grow to expect a quick turnaround to their questions. This can be frustrating and annoying, but if they are customers it can also be a great opportunity to show off your customer service.

An "out of office" or "thank for your email" message shows your email contacts that you respect the effort that they have made and that you value what they have to say.

It also acknowledges receipt of their message, if only by automated response.

Email is still not a 100 percent reliable form of communication; legitimate emails can get sent to a spam folder, they can get accidentally deleted by a wrong key press or an email server can crash and messages disappear.

When someone fails to get a reply to an email they will inevitably wonder whether the receiver has reacted negatively to the email’s contents or that the receiver just doesn't think their email is that important.

Even if you’re not in a customer facing role, using an "out of office" or "thanks for your email" responder is a professional touch that can increase the likelihood that a customer or business partner will give you the time you need to respond to their request.

For most people, email is the preferred mode of communication.

The key is to set up a predictable routine, stick to it, and treat the emails you receive with the same respect and attention you hope other people treat yours.