Don’t Fall for the Email Terse Trap

Life is crazy. Business is busy. When life and business stress collide, some tend to get terse. I’ve been guilty of that myself when under the gun.

Lately, frustration has become more common in business emails. Increasingly, it seems blunt, terse, stressed-out emails with demanding requests fill our inboxes.

I get it. Running a business is challenging and comes with a lot of stress. Throw in some life stress, and you have a volatile cocktail. But with that comes an opportunity for all of us to rise above.

Some examples from my inbox…

Here is a list of questions I have that I need your response on today!

Sent at 4p from a client I’ve not heard from in 2 years.

Why are you not responding?

In regard to an email I had just received an hour before.

I need this ASAP!

Responding to my now month-old follow up asking for more info for what they “need ASAP.”

Email Tone Reflects Respect

For some, this is business as usual when it comes to people who email this way. I cringe when I see their names in my inbox.

Sadly, they do not respect my time or our partnership by communicating this way. It also makes me wonder how their businesses will succeed if this is how they communicate with business partners.

Unfortunately, the tone of many of these emails can make you want to let them know you don’t appreciate their style. But don’t fall for the “Terse Trap.” This is your chance to respond like the true professional you are and set an example.

Always Professional. Always.

When you email me, you get a “Hello” and a friendly greeting, regardless of your tone or whether you were nice enough to do the same. I then take the time to answer all questions point by point.

Regarding my WordPress Consulting services, I respond with details and always end with, “If you have any questions, please let me know.” I also finish all emails with a nice closing, like “Take care,” and I like to keep that personal, human touch in all my emails.

I don’t know about you, but I prefer doing business and communicating with people I like. People who show courtesy and concern above and beyond what they may want. No person’s time is more or less valuable than someone else’s.

When you adopt an “I’m the boss of you” attitude in your business emails, it creates resistance to long-term partnerships. As a result, I’ve learned to carefully screen potential clients based on how they approach and communicate with me.

Customers shouldn’t think they can be rude or terse to providers simply because they are paying customers. But unfortunately, with this approach, you may quickly find that you are a customer, and some may not work all that hard to keep you.

Managers Set Examples

The same goes for managers who communicate rudely to subordinates because they feel pressured. Or because they are “the boss.” They will realize, sometimes too late, that the apparent lack of trust and teamwork stems solely from their lack of inspiration.

True professionals communicate in a kind and cordial manner regardless of what kind of day they are having. No matter how much stress they are under or how frustrated they are by the tone of an incoming request.

True professionals do not use email to pull rank or offer uninformed commentary they wouldn’t make in person. Nor do they disregard courteous protocols that show they’ve made an effort to understand the technology you’re using.

Newsflash: You don’t demand respect; you earn it.

Email is all about perception. Those you communicate with look at how you type, the words you choose, and how you use them (or don’t make an effort to use them).

Don’t kid yourself into thinking you can disregard email etiquette, even in a single business email. That one email may cause you to lose the other side’s confidence, trust, partnership, or even their willingness to keep communicating with you.

And that’s not good for business.