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Ever feel like you
missed someone’s
email and they got
so upset you imag-
ined they were
pulling at their hair
and steaming out
their ears? Ever get the guilty feeling in
your stomach when you don't check
your email every 20 minutes?
Take a read at something below...
“Thank you for your email. It has been
received and is comfortably resting in
our inbox. We check our inbox
throughout the day Monday - Friday
and we promise we will respond to you
within 24 hours.
Have a blissful day.
Almost everything will work again if
you just unplug it for a few minutes,
including you.? - Anne Lamott”
Who knew something as simple as this
automatic reply could cause such rip-
pling effects on people in my commu-
nity.
This is a permanent automatic reply
that I set on my business email. Any-
one who sends me an email will
receive this message.
Friends, clients and colleagues reach
out to tell me that when they receive
this message, no matter how many
times, it inspires them to breath, relax
and feel confident that their email is
truly in my inbox and I have the inten-
tion to read it and respond.
We talk about emails like they’re sim-
ply THINGS to manage, but one day it
hit me… I can use email to have a
meaningful experience with people
and as a means of managing their
expectations, too.
Because I’m an attorney, when clients
email me it’s a matter of deep concern.
It’s important for me to show them
that I recognize this and for them to
feel secure that I will respond to them.
We all know what it feels like to send
an email, that needs a response, where
days go by with no word in return.
Recently, I was working on a real estate
transaction where I had to email and
call the seller’s lawyer 3 times just to
confirm they received my email. My
client was very concerned and worried
and I had to spend extra time to ease
my client’s nerves until we heard back.
I never want my clients or colleagues to
feel this way when they work with me.
So, I started figuring out how I could
manage this.
I could just set my intention to answer
all emails within 24 hours, but Because
I’m a yoga instructor AND a lawyer, I
understand stress and how important
it is to manage it. I want my clients and
colleagues to feel patient and to take a
few moments to breath, especially at
intermittent times during the work day,
so what better way than to draft an
automatic reply email that lets them
know I will respond within 24 hours
and evokes a sense of comfort, ease,
and security.
When your clients or colleagues email
you, it isn’t just to unnecessarily fill
your inbox. It could be a plea for help,
or clarification. Their email could also
be packed with excitement, ideas and
plans that could possibly shape your
future.
MANAGE CLIENTS’ EXPECTATIONS
By: Ashley Molson, Attorney at Law, CYT, Executive Coach
Molson Law Firm
PAGE 48
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