In one of my business roles I am on point to provide administrative customer support for one of my companies. As we deliver great service, rarely do I get complaints. Yet, infrequently, grievances arrive, mostly in the form of an email. I have noticed that customers who send a brief request, peppered with vulgarity, or messages that include a large number of exclamation marks!!!!! get automatically marked as spam by the email server. Trapped in a junk folder, somewhere in cyberspace, such emails rarely reach the glowing light of my computer monitor. As I occasionally glance through my spam, if they are lucky, I may notice these messages and dig them out.
I have also noticed that when I do get administrative support requests that are humbly made, I am more inclined to respond positively to it. This is something to keep in mind when asking for support: as upset as you may be, use vulgar language or a nasty undertone and your e-request may never reach its final destination. Write your message with a well thought out and pleasant language, and it is more likely to pass clear through the spam filter, let alone find an open ear with the support person receiving your request.
Round and about, as Buddha is quoted to have said, “Holding on to anger is like grasping a hot coal with the intent of throwing it at someone else; you are the one who gets burned.” If you do need to take out your anger, get a punching bag, sweat it out and then go write your email. I also have this golden rule that I largely keep: if I am going to write a nasty message, I go ahead and write it, but do not hit the “Send” button before 24 hours had passed. In most, if not all cases, I find that I end up either deleting that email or, at least, seriously revise it once my blood pressure goes down. A tip: do not put your recipient email in the “To” field until you are absolutely sure you are about to send it. Mistakes do happen and once a message is sent into the vastness of cyberspace, in most cases, it cannot be retrieved…
Lesson of the day: It didn’t’t occur to me that email spam filters act as modern-day censors, doing some of the work for us, skimming out grumpy, even if legitimate, emails.
Learned from: my email spam folder.