Electronic Communication: What Message Are You Sending?

In this world of electronic communication, it is sometimes difficult to determine the mood of the message you are receiving. A language is developing with hash tags, emoticons and the letters "lol" following a message that will provide you with an inclination of the spirit of a message. But what if you are wrong? Is it worth the risk to assume a customer is joking and light hearted when we know there is always an underlying truth to a comment? I told a customer that I would complete a proposal and have it to him when he returned from lunch. I was missing one piece of vital information and I did not send the proposal until late in the afternoon. When I sent it, he responded with, "How long of a lunch do you think I take?" I know this guy and wanted to believe he was poking fun at me but how was I to know for certain? He did not include a smiley face or any other sign that he was kidding. I chose to apologize and explain the reason for the delay. I played it safe. It goes without saying that I should have contacted him after lunch to let him know the proposal would be delayed. We live in a global society and depend on electronic communication to make our lives more efficient. There are times when face-to-face communication is the best way. I have found that in business communication, people tend to be audacious and less reasonable when they communicate over the phone and by email or text. I recently corresponded by email with a customer and he was very direct in his message and I detected an unhappy tone. I was able to drop by and see him face-to-face. We had a friendly conversation and worked out the issues in a mature manner. It is much more difficult for a person to be angry and aggressive face-to-face if you handle it properly. Developing good communication skills is vital regardless of the method. Make sure you make your intentions and mood clear. Have a great week! Pierce