Dear Diane,
With a career in sales and marketing, it’s standard to include my cell number on my business card (company policy). That said, I have a hard time managing client texts and much prefer they send the information over email instead. I find myself copying and pasting their messages into an email to myself so I can keep everything in one place. What is the business etiquette of navigating this delicate issue while still coming across as a true professional?
–Richard S.
Dear Richard,
Great question, especially with business communication evolving so quickly. What used to be reserved for close family and friends (texting) is now often another stream of messaging in the workplace. You’re right to recognize this as a potentially sensitive topic, and though inconvenient, not worth damaging a client relationship. That said, I would suggest taking this on a case by case basis. The best time to shift the mode of communication is at the onset. For example, you may respond to a client’s initial message with, “ Thanks so much for your text, Stephanie. I’m on it! In the future, would you consider email as our primary means of communication? I want to ensure client confidentiality. I will follow up later today.” Keep in mind the preferences of your client. A quick text may be their choice of communication and it would be in your best interest to respond accordingly if it’s a short, simple, yes or no answer.
Best of luck,
Diane
You may also like Slack Etiquette. For more of Diane’s etiquette tips read her posts on Inc., subscribe to her articles on HuffPost, “like” The Protocol School of Texas on Facebook, and follow her on Pinterest, Instagram, and Twitter. Buy her new book, Modern Etiquette for a Better Life.
