”I hate Mondays and I don’t work on them.”
That’s from the email signature of a design agency founder. He sent me an email this week and it made me laugh (lol even) reading that.
Whether or not you like Mondays, it’s easy to appreciate that little note. I should not expect a response from him until Tuesday.
When it comes to customer expectations, setting them is so important. Because I don’t expect a response until Tuesday, I won’t be upset when I don’t get one Monday.
Support teams often have service-level agreements (SLAs) that tell a reader when to expect a response. But like Terms of Service, who reads SLAs?
Even a little note in the footer of an email could be enough to let a customer know when to anticipate a reply.
It’s also a good idea to have an easy escalation path. Urgent issue? “Send an email [here] and we’ll respond within an hour.” Surprisingly, people rarely abuse that.
What communication expectations are you setting? Reply to this email and I’ll respond in less than 24 hours.
Peter
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PS: For the record, I like Mondays.