The “if this was posted online, how would I feel?” train of thought.
Well, I was (and still am) sick. I didn’t leave my bed for 2 days. I was well enough today to get back in action and I did pretty well, mind you. Unfortunately, I had one slip up. The first time that this particular thing has ever happened.
A hosting customer had contacted me and I wanted to find out more about his individual case before I responded. So, I hit reply (from now on: Forward, Forward, Forward!) to put the message below my message with the INTENTION of putting the support desk’s e-mail in the To: field. When you are still half sick, it is apparently easier to forget intentions. Yes, I sent the e-mail that was meant for the support desk TO THE CUSTOMER. Nice!
When I contact the support desk, an automated confirmation always follows immediately. This was my first clue. Immediately, it dawned on me and a trip to the Sent Items confirmed it. I was an idiot.
But, besides embarrassment, there really was nothing lost. I am usually not one for vulgarities or name calling or really bad talking customers with the support desk, etc. The e-mails I generally send to my support desk wouldn’t shame me if they were seen by all. Sure, my tone is a little different. No Mr.’s and no “I am sorry…”, but essentially a fine message. Which, as I sit back and think here, is a great thing.
So, I wrote another e-mail to the customer explaining the situation and apologizing for the fact that he was sent the e-mail in error and then just responding with most of what I had intended to respond with once I heard back from support. At the end of the day, he only had good things to say about me (which was kind of him and appreciated by me) and we had a good laugh.
If you are one of those people who writes e-mails with the “if this was posted online, how would I feel?” train of thought, as I typically do, that’s great. If not, definitely rethink that.
[Edit: Just exchanged e-mails with him again and I actually think our relationship is better for having had this happen. That doesn't mean I'd want to do it again, however! :)]
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March 4th, 2005 at 9:42 am
Hope ya feel better Patrick…
Sounds like the incident turned out for the best :)
March 4th, 2005 at 9:59 am
Yeah, I’m feeling better.
Happy Belated Birthday. I did think about you, believe it or not, when I was thinking about February ending, how short it was, etc. :) Thought about it being 29 days on leap years and then, inadvertently, thought of your birthday.