Business E-mail Replies: Take Time to Cool Off

Misunderstandings abound in e-mail. Many times simply due to one side not taking the time to ensure that their message and intent is clear, while the other side reads into the e-mail things that may not be there.

In my experience, when it comes to business, there will be those who assume they can whip off an e-mail in the midst of their frustration or aggravation thereby coming off as way more terse or demanding than the situation calls for. This does in fact have a negative impact relationship building potential.

That is why it is always so important (for both sides) if you get an e-mail that has a tone that gets your feathers ruffled to follow these two simple steps:

1. First, take the words at face value and don’t assume anything. If you are not sure of intent or the tone relayed, pick up the phone and or e-mail for clarification before you spend the energy being upset and snapping back with an emotional response.
2. Second, take a deep breath. If you are unsure as to whether the other side is purposefully trying to be upsetting or rude, wait until the next day to reply. And when you do, read your response out loud to double-check that the tone of your response apropos.

In business, we do not have the luxury of ignoring rude e-mailers as we do in our personal lives. However, that doesn’t mean that you have cater to rude e-mailers either. Just leave those who can only communicate by being nasty wallowing while they wait for a response from you that may be in a cool but professional tone. Always, always take the high ground.

A great majority of misunderstandings are because one side (contacts, associates, coworkers) didn’t realize how the words they chose and how they chose to use them (formatting, bolding, red text, caps, etc.) may be taken. Even customers assuming they can type as they please simply because they are the customer.

Regardless of which side of the screen you are on, professionalism and courtesy combined with clarity will rule the day!

Fired for Typing in All Caps? Where’s Your E-mail Policy!

I have alerts set on “e-mail etiquette” so I can keep on top of what folks are discussing and what is important to them. This week a big story broke in New Zealand about a woman who was fired on the pretense that she yelled at customers and coworkers via e-mail by typing in all caps and bolding certain words in red.

You can see all the story mentions on Google (12,500 as of today). So with 12,500 hits, this seems to be a topic onliners are talking about.

Turns out this woman was perceived or known to be confrontational which added to her e-mail’s negative perception. But the kicker is since the company that fired her didn’t have an e-mail policy in place, a court ruled there were no rules in place to use as a basis for the firing and awarded her over $12,000.00.

So the moral of the story, grasshopper? If you run a business, you must have an e-mail policy in place that you go over with each employee, have them sign it after your review, give them a copy and put a copy in your files. If you do not let employees know what is expected of them and what is accepted practice when representing your business via e-mail, you cannot fire them after the fact if you don’t like what they do.

Here’s a Sample Business Email Policy you can start with to get yours in place if you don’t have one. So what are you waiting for!?

(I am not an attorney, nor do I play one on T.V. therefore this is not legal advice and you should run any policy you put in place past your own legal beagles to get their blessing.)

If You Wouldn’t Say It To Their Face…

Amazing how bold some onliners are while safely hiding behind these screens! The lack of face-to-face contact makes them bolder than they normally would be allowing them to type in a manner in which they wouldn’t dare speak.

Ask a question they don’t like — they can safely ignore you. Point out an issue of concern and that too gets overlooked while they type back with venom and vigor about what they perceive to be an issue they want addressed on their terms. Selective replies abound.

Why do onliners ignore what one has stated or advised to only in turn make additional demands or accusations based on no facts or basis in reality? Simply because they can. If they were face-to-face, they would be required to listen to what you have to say and respond to that information. Online they can ignore the facts to continue their emotional tirade.

Is this the type of communicator you want to do business with? Is this the type of customer/coworker/supervisor/boss/manager you want to be known as? That saying that the “customer is always right” does not give tacit permission to communicate in anything less than a professional manner.

Nine out of ten times when I run into an onliner who communicates like a bully, you can count on the fact that they have no intention of paying attention to my response. Their sole motive and goal for the moment is to make their point; regardless of info to the contrary. Who cares what the facts are? Who cares if what they perceive to be true isn’t?

If you want to be taken seriously, always make sure that you are clear, that you state facts, that you make the effort to type in such a manner that you won’t be misunderstood. This includes full sentences, proper grammar and spelling as well a standard greeting and closing. If you can’t take the time to communicate like an educated human being, take a deep breath, wait until the next day — or better yet don’t e-mail at all.

And when responding to these type of e-mailers, hold your head high and show them the professionalism and courtesy they are unwilling to offer to you. You are better than that. Remain unemotional while stating the facts and remember that “killing them with kindness” does in fact allow you to rise above those who communicate in less than a respectable tone.

And most importantly, if you wouldn’t say what you are typing to your contact’s face — don’t type it in an e-mail. Doing so will only make you look like an uneducated inconsiderate bully.

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