Email correspondence has become a convenient way of communication in today's business society. When every technical device is within arm's reach, whether it be the cell phone, iPad, laptop or tablet, feeling compelled to respond instantly to email messages received during a company meeting, client appointment or even over the weekend leads to ineffective or misleading responses; resulting in misunderstood context of an email or even text messages. The receiving party may take your response the wrong way when an instant reply is sent. This is where the 24-hour rule would apply.
Email miscommunication has recently happened to me as I was trying to be an efficient responder on a Saturday. Responding to an email from a client quickly from my phone resulted in a next day Sunday morning reply which threw me for a loop. Not understanding what this response email was meant to say, I thought it was best to speak in person, which prompted me to immediately pick up the phone and clear the air. The email received went like this, " Thank you for forwarding me your installer's contact information. Please let me know if you have any update on the status of the picture. The beginning of our working relationship went so well. I am not sure what went wrong. The level of customer service is so disappointing at this time." The response to her email request for my installer's information was sent over immediately when requested as well as a copy to my installer in order for them to connect directly with each other on their own schedules. The client had wanted to hire the installer to do some additional work. My instant response was misunderstood, insinuating I was kicking her to the curb, throwing her to the wayside. Also mentioned was my previous email in response to resolving a defective custom picture. Working to resolve the replacement with the vendor was becoming a nightmare. In response to the client, "I am also having another set of artwork sent out for inspection one last time. I apologize for the delay, this has been a nightmare as the dimples are barely seen, but we want to get it right and want to make sure this is what they are saying. Thank you again for your patience!" Her interpretation was that working with her was a nightmare. My message was misinterpreted through email correspondence. Trying to be an efficient email responder providing informational updates can sometimes take us down a path of dismay, backtracking, and handholding.
These email miscommunications were resolved though personally speaking with my client. Picking up the phone and making the call on a Sunday. The need for urgency in this case in order to resolve this issue was immediate. Waiting until Monday morning to resolve miscommunication would eat at me for the rest of the weekend. When a self-employed business owner prides themselves on good customer service, handling miscommunication whether through email or text has to be a priority for success. Sometimes choosing personal, old fashion phone communication is the best way to resolve unforeseen email communication.