Today we are generally engrossed in writing mails, sending mailers, invites and much more…but how much of response do we get…doesn’t it get frustrating that even your direct mails do not evoke even a basic acknowledgment, forget a detailed response.
For more than a decade, emails have become an integral part of our daily life, be it morning, evening, late night or even on a holiday! However it has taken its toll and now psychologists are recommending ‘email holidays’! Well that is another big topic to write on or discuss, but that is not my topic for this article.
I do understand and appreciate that emails can be intruding or irritating, however during direct connects, they do deserve a response. Agree ?
‘Silence is Golden’ but that may not be a case at all times.
A mail requesting an appointment or a query can be replied even in a few lines / words – or acknowledged in the least ! No response can be really frustrating. In my humble opinion (IMHO), it shows utter disrespect to the person who has sent the request / query to you (unless off course it is a spam)
Many a times, when I meet my customers, I hear – ‘yes I saw your mail and understand the points’ or ‘yes you requested me for an appointment’…etc…but what prevented that person to just send me a quick reply even a one liner confirming / declining it. No response is like a getting into a ‘black hole’ !
Same applies when we tend to ignore our customers and do not reply or respond to them or just being very curt in our thoughts / replies. Ignoring, avoiding or sitting over mails / responses can lead to strained relationships, anger, irritations and trust deficits amongst personnel / organisations.
Try to, in the least, acknowledge the request; activate ‘out of office’ messages when not in office or on travel, so that the requester knows you cannot reply; but the best would be to reply. Surely there are times when it would be difficult, for reasons beyond your control, still a response can bring down anxieties and help move forward.
I have been interacting with the builder of my flat, for over a year and generally the personnel have been responsive. However in the recent past, they was utter lack of response, long delays which created a lot of anxiety within me and also tensions. Small queries / inputs were taking days to respond. However, when I escalated, I was put on to the CEO and in past couple of weeks he has brought in a drastic change. Every email received a prompt and an elaborate response from him, answering each query and putting to rest my worries. What a turn around a single gentleman could make by just having concern for his customers and putting himself in their shoes – responding to their irritations!
Communicate…Communicate…Communicate was the ‘mantra’ of one of my CEOs (who I also consider as my mentor)…and I strongly believe in it…the more we communicate the more we bridge gaps…the more we come closer!
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