With business e-mail, do you thank a contact or associate for sending you a thank you e-mail? Do you e-mail back “you’re welcome” when they e-mail back that you are welcome?
Believe it or not I get several e-mails every week wondering how to address responding to “thank you e-mails.” These inquiries are from nice folks just wondering what is the best thing to do. Primarily because they are not sure of the expectations from the other side. The short answer? In most cases, a response is not required — or expected.
How much back and forth is required before safely assuming everyone has been thanked and welcomed enough? “You are welcome” is assumed and more a part of in-person conversations. If all you have to add to the conversation is an e-mail back with a “you’re welcome” without any additional comments, a reply is not necessary or recommended.
There is a point in every business thread/communication where replying is not constructive or has no value other than to repeat the obvious. I am a big proponent of taking the time to say “Thank you!” If someone has done something nice for you online, (processed your order quickly, replied promptly to a customer service request, took the time to respond to your questions, sent a Holiday gift, ) then a quick thank you would be nice. The “you’re welcome” part is discretionary based on the comments, relationship and situation.
I get thanked all the time by kind folks who ask for my advice. They send back a line or two thanking me for taking the time to help them. I don’t respond with a “You’re Welcome” unless their thank you included additional questions or comments that I feel I can add to by replying.
E-mail is very much about reflecting your personality in how you choose to communicate and in business, showing courtesy and gratitude is very important. Some folks are more chatty and friendly than others, while there are those that, unfortunately, are too curt and to the point and come off as terse or demanding. Boy, would a simple thank you soften their communications when apropos!
A little thank you can go a long way towards building relationships and leaving a positive impression about what can be expected in future business communications. If another onliner has helped you or has done something nice on your behalf… Thank them! It will be welcome and reflect positively on your business!
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Yet again Judith, I completely agree with your precisely spelled out distinction: merely acknowledgment, or some helpful service supplied. I’m sure none of us would fail to thank someone in the offline world for helping, so why not when email is so easy! I do think though, that email thanks belongs to email help, personal help deserves a phone call at least.
Hey, Rodney:
If you think about it, your level of gratitude is reflected by the efforts you are willing to take to show your gratitude. While e-mail thank yous are nice and warmly appreciated, there are times that only a phone call or handwritten note can reflect true gratitude. This POV has caused me to receive e-mails calling me a “fuddy duddy” and “old fashioned.”
I am definitely not a fuddy duddy — but if having courtesy and taking the minuscule time and making the effort to show my sincere gratitude by picking up the phone or writing a handwritten note (which I do quite often) labels me as old fashioned, then, yes I am — and proud of it!
Thanks for your usual astute comments!
I have a follow-up question to this post. I am often asking questions of the head of our company & he is always very helpful with his replies. I feel like I should then reply with a thank you email but I also know that his inbox is permanently clogged from the 100s of other employees emailing him as well. At what point does a simple “thank you” go from polite to inbox-clogging?
I just discovered your site, thank you for all the tips!
Hey, Kristin:
Glad you discovered BEE!
The point at which a thank you becomes inbox-clogging really differs from person to person. While there are those how have relayed to me their visceral annoyance with “annoying thank yous”, I am not bothered by inbox-clogging thank yous — they are so few and far between I appreciate the kindness and time someone takes to do so.
The fact you are thinking of his workload shows you are an astute and savvy onliner. Once you thank him initially, he will know you appreciate him. Then, use all future communications to thank him in advance for his great support! HTH!