Client Correspondence - Keeping Unflattering Words Off The Record

[bishoujo 0]

Email messages that contain seemingly harmless gossip or criticism can be passed around and hauled out later, and used to build a case against the corporation that engaged the people who sent them.

 

When you are about to send a message that spreads a rumor, including comments that belittle a client, or passes on a fact that could be damaging to a client's reputation, think again.

 

In view of what could be dragged out of the darkness into the harsh light of the courtroom, a whispered conversation with the co-worker you intended to send the email to would be a safer option, provided your co-worker doesn't squeal.

 

What to keep off the record

 

It's fine to have a disagreement on record, if the argument is based on what is factual and objective. Such disputes can be informative and help companies improve on processes. But if the disagreement descends into name-calling, uses "facts" from gossip circles, or raises information that is confidential, beware of conducting it on any recordable medium. Even gossiping about something that is factual, but is confidential, can be built into an accusation that one company failed to be a trustworthy partner to the other.

 

Remain Objective

Keep email messages, taped conversations and memos objective. Omit personal opinions that could be taken as defamatory or insulting to other parties. If you are absolutely bursting to tell a trusted colleague exactly what you think of that pain-in-the-butt customer, save it for lunchtime and keep your voice down. You don't want to have to admit many years down the road to a lawyer that you were the one who sent that damning message to the entire department, which now helps to prove that your company could not have fulfilled its agreement to provide the customer with the best support if its staff were mocking that same customer and calling him a moron.

 

As a rule...

Never insult any client or business partner even in a private email to a co-worker.

If a discussion gets heater, back off and couch your thoughts in objective terms.

Even if you are ready to leave your present company, communicate professionally about all its customers. If word gets around that you like to gossip about clients, few other companies will trust you with theirs.

When in doubt, refrain and rephrase.

If you must spew, do it face-to-face, and only with co-workers you trust.