I am certain that you have initiated a reply to an email or voicemail you received for a new acquaintance on an urgent business matter you were discussing with them but then never heard back from the person who asked something of you. If you have not, then you must be one of the many people who never reply to to replied to emails and voicemails.
This issue is an escalating concern amongst business people who come to me for coaching on how to overcome this problem. Sometimes all I can do is sympathize with them since it also happens to me more these days.
What causes the problem covers a vast array of tangible issues. However, a very large portion of the reasons I have been able to get out of people for not responding to messages has nothing to do with anything I would consider an excusable reason for not replying. Over 90% of the actual reason I have been provided had to do with the person being too busy..busy with what was the very concerning part.
Almost all of the ‘I Got busy’ responses were part of an offense tactic to maneuver around the real issue since these people just did not want to admit that whatever they were discussing with the person responding to their call or email was of no interest to them. Once I cracked a few heads by enlightening them on the damage of not replying to a call or email does to their professionalism I get to another growing problem that is exemplified in their response ..
“I just do not want to appear negative by telling the person what I think about what we were discussing. I want to stay positive.”
Yes, there are really people out there who think ignoring a response to a message they initiated is a sign of being positive.
Damage a Constant Smile will Cause
In today’s small business environment there just is not enough hours in the day to make all the phone calls needed to get the job done. If email and voice mail had not been invented I am not certain what business would look like today. I can take a guess that you ability to read this blog would be one of he trillions things you would not be able to do today if it was not for the email and voicemail features being invented.
Email and voicemail was designed as tool to use so business people can cover more ground in an effort to reach larger markets. Now, after more than 30 years, emails and voicemail is also used as a shield. Managing time and choosing the battles for business is the best advice I can give a client on dealing with the volumes of emails and voicemails a business person received each day.
However, it is not good business to leave something hanging with someone you initiated a conversation. The damage caused by not responding to someone is irreversible. The trust that was created during the initial stages of developing a business relationship will reach negative proportions with just one missed communication.
The solution I have found for the growing number of people who want to attempt to do business with a constant smiley face is for them to get real. The image of all is flowery in the world all the time projects an appearance of falsehood and not being able to deal with reality.
Business people do not (and should not)trust someone who can not balance the positive of life with the negative of reality. Since this image is causing untold damage to business I would also suggest that change in attitude maybe where change begins for these business people.
It is all about how to survive out here and it is not all pretty right now. The smiley face is good to have, but if you are hurting others with that image then change has to be made to survive. The change could start with responding to messages and positively approaching the close of the conversation with doing something novel..like telling the truth. Stop the madness for your business’ sake.
Let me know how I can help.
Excellent blog piece Scot. I run an eco-friendly landscaping company in Minnesota and I completely agree with making sure you always respond to people you initiate a conversation with. I firmly believe my business depends on it and would have zero clientele if I did not behave in that way. I have found it to be such an odd paradox that about 50% or more of people avoid responding to my messages, including casual acquaintances that have nothing to do with business. Fortunately the other half do respond which makes the social nature of life possible. This has been bothering me for awhile as my nature is to honor commitments, be they verbal or physical. Thank you for shedding light on the subject. I will be more patient and compassionate with those who use social media and technology as a shield to avoid communicating.