The perils of not responding...

How many of you are guilty of procrastinating on an email response because you do not have an immediate answer, or you do not have the capacity to reply in detail? I certainly know I have not always been squeaky clean in this respect.

In contrast, could you ever imagine not acknowledging a colleague passing you in the corridor or reciprocating a greeting initiated by someone else? Personally, I would consider this to be impolite or discourteous, as it was instilled in me that a greeting and a response had the equivalent standing as “please” and “thank you”.

So why is it that when it comes to email, sometimes we forget this basic courtesy? Eric Holtzclaw from Inc.com, a serial entrepreneur who has founded, grown, and sold multiple companies, states that,

“A lack of responsiveness is the most common underlying problem I find at the businesses I work with that are experiencing issues achieving growth.”

He proffers that while you may not need to respond to everything e.g., spam or an unsolicited item,

“If you know the person, and the inquiry is reasonable, you should respond. Responsiveness is especially important amongst those within your company.”

From personal experience, nothing is worse than a rejection letter than receiving nothing at all! A lack of responsiveness is a perilous journey, much akin to following Alice down the rabbit hole. It ultimately leads to judgement, reflecting poorly on the reputation of both the person and the company, and can lead to unnecessary costs, particularly on the supply side if there is no intent to proceed. As many have said before us, there is no excuse for bad manners.

So, in the interest of ensuring you do not find yourself being judged unfavourably for your busyness, here are a few tips to counter those daily email struggles and maintain a positive brand image on all accounts:

1. At the very least acknowledge receipt. A simple response is courteous.

2. Better yet, add a call to action. e.g., schedule a future meeting to discuss.

3. Always be transparent. If you do not have all the information to hand, let them know.

4. Be direct and polite. If you know the answer, then in uncomplicated terms with a simple “why” advise them accordingly.

5. Be ready. Create your own response templates for the above that provide at least 80% of the required response.

Whatever you do, do not fall into the trap of delaying the inevitable. Depending on complexity, diarising the actions you have committed to, whether it be time to think, a review with colleagues, as well as your response date, is a good habit to get into. Another, is communicating any changes to plans promptly. This is about common courtesy and maintaining credibility.

So next time you find yourself sitting on that email response, why not channel a situation where the only response to your friendly greeting in the corridor is silence, something akin to being left with a high five hanging. Hopefully, it will encourage you to, at the very least, acknowledge receipt.

As Lewis Carroll espoused in Alice in Wonderland,

“Courtesy is a small act, but it packs a mighty wallop.“

Mary is a strategic, collaborative leader and trusted advisor with over 25 years of experience canvassing private, public, and not for profit sectors, working in senior supply chain leadership roles in local, national, and global organisations. As a practitioner and consultant, she is known for her strategic strength which enables her to quickly identify customer pain points and the root causes of the problem to deliver bespoke, cost effective solutions without reinventing the wheel.

Interested in learning more about how responsiveness is a key indicator of time management skills and productive business relationships?

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