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Sending emails to the wrong clients (regularly)

Sending emails to the wrong client

This happens on a semi regular basis in our office, not alot but seems to be happening more often in recent times. I don't know if it's lack of concentration, carlessness or clients with similar first names, for example staff will send an email to "Carlos" but it's the wrong Carlos. 

Does anyone have any suggestions of tackling this, we use Outlook and most client details are in the contacts section of Outlook but people don't tend to use email this way and just type the name in the address bar. 

Any thoughts

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08th Mar 2019 10:14

Corporal punishment?

You can set most email systems to introduce a delay in sending to give you time to fix emails after you press send. This would let you recall and fix emails that have gone out with the wrong address.

It doesn't solve the issue of how to get people to notice they're doing it before the person replies pointing out their error though, perhaps a change in process where every client email is "sent", then the key details checked before it's sent for real.

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08th Mar 2019 10:14

its going to happen every once in a while, basic human error, but if its happening more often then I'd say staff are being careless

you've got to look at your GDPR procedures on this issue and use this to force staff to use email in the correct way i.e. emailing from contacts rather than the address bar....yes its a bit more long winded but its more foolproof

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08th Mar 2019 10:15

I'd be thinking of issuing a P45 which should stop it dead.

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08th Mar 2019 10:21

Go to Options > Mail

and go down to the heading 'Send messages' uncheck the box 'Use Auto-Complete List to suggest names when typing in the To, Cc and Bcc Lines'

Staff with then have to look up email address and copy and paste from your practise management software but will stop these silly errors

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By Tickers
to SpaceDuck
08th Mar 2019 10:36

Thank you, good suggestion.

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08th Mar 2019 15:09

For clients with similar or indeed identical names I add (business name) after their surname, under the 'display name' functionality to help identify which one is which.

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08th Mar 2019 15:53

Can I ask how many clients you have called Carlos?

Dave Smith must receive all sorts of emails from you.

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to Glennzy
10th Mar 2019 11:04

I know three Dave Smiths - which one are you thinking of ?

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09th Mar 2019 10:36

You'll find that a non selective P45 works wonders

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09th Mar 2019 10:37

Lion got there before me !!

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By Tickers
to bernard michael
09th Mar 2019 19:51

Not the first you've been behind the curve ball. Remember that incident a few months ago???

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11th Mar 2019 09:45

Age shall not weary them but AWEB condemns

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By 0098087
12th Mar 2019 10:14

How about the name:

Carlos - Car Wash
Carlos - Carlos Cafe
Carlos - Scissors Barbers!!!

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to 0098087
12th Mar 2019 11:13

Switch off auto fill.
Originate all new emails from a contact list spreadsheet eg Google docs that is shared with those needing it.
Keep one sheet per client and populate with the up-to-date email contact list for that client so no confusion with similar names.
Even delayed email can end up at the wrong person's mailbox.
for any new email - employee must select the client sheet -select the cell then cut/ paste the contact into the new email addressee box.

Presumably replies are unaffected in a communication chain.

useful to keep an updated list of active email addresses as people leave/join

As long as not used for mailings, will be GDPR compliant.

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