Phone and Email Etiquette: Watch What You Promise
How often have you dialed a phone number and heard this message, “I’ll return your call shortly.”
Then, you wait. Two or three days go by and you’ve heard nothing.
If a recorded message includes a word such as “shortly” or “promptly,” people may believe, “I’ll hear back within a few hours.” When no one calls, the reputations of the company and the person who created that message can suffer.
This applies to live interactions as well. Saying, “Please stay on the line and someone will be with you promptly,” and then making the caller wait 15 or 20 minutes, is aggravating.
E-mails are not exempt. Writing, “Your e-mail will get our prompt review,” and then not following up quickly produces unnecessary frustration for the customer or client.
I believe it is important to choose words carefully when creating a voice or e-mail message. If you are unable to respond soon, let callers know when they can expect to hear back from you. Don’t use the words “shortly” or “promptly” unless you actually will return the call or e-mail quickly.
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