Leo is a friend of mine out of Toluca Lake, California. He is in the mortgage business and told me a story about forwarding an email to the wrong person. He had gotten a suspension from a bank on a loan he had submitted for a client. Instead of giving his client a call he forwarded the email, only he sent it to a different client. One he had not even taken a loan application for yet. The perspective client thinking that he could not get a loan through Leo went to another mortgage broker to get his loan. Which brings me to these two points that I teach in my training programs.
• Email Rule #4 Think before you forward
• Email Rule#1 Don’t send bad news over email
Leo forwarding folly with his client not only cost him a loan, but a good referral source too. Business is ALL about relationships and service. Email is for saying yes, no or maybe. If you have bad news that you have to share, pick up the phone. People can hear your intentions over the phone. Who wants to work with someone who doesn’t care enough to call in a difficult situation?
Page Moseley, certified Email Etiquette trainer — Get more information here