Don’t ask me a question if you don’t want to hear the answer
I love e-mails. I love the fact that I can e-mail someone immediately, and often get an immediate reply. Even if someone doesn't want to respond straight away, at least I know it's done and it's in their in box waiting for them, wherever they are. In the office or out of it, there is no escape!
What I don't like so much is the people who send me e-mails from accounts that don't allow responses. What is the point in e-mailing me telling me something, or asking me something, if you don't want to hear my response. I currently have several cases going on against large organisations. One is a gym, and the other is a credit agency, where I'm alleging breach of contract and inappropriate conduct. They both e-mail me, but when I reply, I receive an automated message telling me that the mailbox is not monitored, and I should call them. A detailed review of their website does not give me another e-mail address I can use. To me this seems like cheating – they want to have their say but they don't want to let me have mine. What's more, getting through to their call centres is hard, and means that I have no written record of what was said. By making it so hard for me to e-mail them, it gives the impression that they are not really interested in what I have to say. Of course that simply makes me more determined to be heard, but I'm sure many people give up.
In my experience, successful businesses are ones where they are as good at listening, as they are at talking. It is said that that is why we have one mouth but two ears. It is never possible to completely avoid disputes, but you are much more likely to resolve them satisfactorily if you at least listen to what everyone has to say and are given a chance to be heard yourself.
If you're in dispute in business, with your colleagues, staff, suppliers or customers, drop me a line at firstname.lastname@example.org. We can meet for a coffee and a chat, and I'll help you listen and be heard.
Kleyman & Co Solicitors. The full service law firm. Giving you a voice and lending you an ear.