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Respond to Succeed
Take a nice bouncy ball and drop it. Watch as it rises back into your outstretched hand responding effortlessly to your energy. The experience is satisfying. You want to do it again and again. Try the same thing with a house brick! Listen as it thuds to the floor. Bend down and pick it up. Drop it again and retrieve it. Not much fun eh? No wonder balls and not bricks are the mainstay of most fun and games. Email communication can be like bouncing balls or dropping house bricks. Some people keep up the momentum and return your energy with ease by replying promptly and efficiently. On the other hand many let their emails pile up in their in tray until they have enough bricks to make a good sized wall. They then become isolated behind this wall of apparent if unintentional indifference.
I tackled a colleague about this recently and he was genuinely surprised to discover how this behaviour dramatically impacted his efficiency both perceived and actual. OK people who are ruled by their email clearly need to get a life, but in business those who respond more succeed more. How many emails are there in your inbox right now? If it is over 20 then maybe it is time for a spring clean and a resolution to adopt ˜handle mails once” policy. An unreasonable expectation or plain common sense? let me know.
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April 28th, 2008 at 10:49 am
This comment is so relevant to today’s business as most if not all companies work with email, and as so many CRM departments take a lot of incoming email and calls, it can be very difficult to process all of them on the same day. So it must be managed so your email customer is not let down as you have taken to many incoming calls that day so allowing your emails to build up. What does work however is that as one person takes calls another can respond to emails, swap their roles often then so taking away complacency of the role they are in and allowing them to make mistakes by being bored of their repetutive job as “change is as good as a rest”, as they say.