A client recently wrote to me for advice on how to fix a business relationship strained by a misunderstood email. Our client wrote: I sent an email to my department stressing the need for increased team cooperation while key department figures were away on vacation. The message was intended for the entire group, but one of my colleagues took it as a personal affront. He believed he was the sole target for the email and was extremely upset. This is not the first time this has happened with this particular employee. What am I doing wrong?
Another client wrote in and asked: One of my customers is upset about a mix-up regarding her service contract. We’ve exchanged many emails on the subject, but no matter how hard I try to clear up the issue, she still doesn’t understand what the core problem is. As a result, each of her responses is angrier than the last. How can I approach this differently?
No wonder people point to email as a major cause of work-related stress! Both of these clients are making a classic communication error: They are using email to resolve an ongoing challenge or a sensitive issue. These situations call for personal interaction.
Know when “not” to use email. Pick up the phone. Better yet, schedule a face-to-face meeting if possible. By continuing to use email to address these problems, these clients are:
1. Escalating tensions
2. Feeding into misinterpretations
3. Damaging relationships
4. Compromising their reputations as communicators
According to a 2006 survey by JupiterResearch, 90% of online customers use email to determine the value of a relationship with a company. When email begins to jeopardize your relationships with clients and customers, take the time to call or meet in person—these simple yet meaningful gestures prove that you respect your clients and are committed to nurturing your business relationships.
