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It IS good to talk! In fact it's the only way.

22nd Nov 2012
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Accounts filing deadline is approaching and my assistant comes to me to say,

"I emailed Mr X a month ago for the outstanding information but he has never replied. Shall I email him again?"

"Do we have his mobile phone number on file?", I asked - knowing full well that we do.

"Yes, I think so."

"OK, then call him on his mobile. That we we can be sure he has received the message. At the moment we can't even be sure he received your email."

Across the office I can hear him make the call, speak to Mr X, who provides the information required over the phone. The accounts are on my desk for final review later that day.

So we now have a new office rule. You never, NEVER, email a reminder to follow up an earlier email - even if you requested a receive or read report - unless the client acknowledged the original email.

If we have phone numbers on file, phone the client on the number most likely to reach them. That means if they normally work away from their home/office, call them on their mobile, or even text them. A message left on voicemail or an answering machine doesn't count. You need to talk to them - anything less than that can't be considered communication!

Lesson learned? I doubt it, bit I'll keep pressing the point.

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