Ryan Dohrn says don't reply to angry emails or texts right away. Written responses become evidence and make things worse. Wait 24 hours, review what you'd send, then call instead to clear it up.
Hey friends, Ryan Dohrn here, your sales and marketing coach, and here comes your tip of the week. Are you mad? Are you angry? Did you receive something from a customer or from a friend or a colleague and you're mad about it? Hey, don't reply to that email. Once it's written in text or it's written in an email, it's no longer a text or an email, it's evidence. I'm just sort of kidding. It really is, but wait until tomorrow. You don't know the number of times over the course of my career that I've blasted back a reply, and sometimes I realize after the tone was off, I totally misunderstood what the customer was saying. Friends, if you're mad, don't reply. Take some time, look at your reply, repeat it, and guess what? Here's a great piece of advice. Sometimes you need to pick up the phone. Sometimes it's a really gentle misunderstanding. But my rule of thumb now is wait until tomorrow. Ever since I took this advice from somebody and adopted it, you don't know the number of times that I've received a nasty email or a text. I've waited 24 hours and guess what I find out? Someone will actually send me an apology. They made an error or something along those lines. And sometimes you find out the next day, hey, you really didn't even need to write a reply. Friends, I hope you find these tips helpful. They're coming from my heart and from things that I experience every day in the world of sales and marketing. 30-some years that I've been doing this. If I can be of help to motivate you, to motivate your team, to coach you, or whatever, visit my website, ryandohrn.com. All right, friends, we'll see you next time.
