Falling through the Cracks
After my last post I was asked by a prominent EMBT team member why I titled the post the way I did. I responded right away, and got a courteous “thanks for the feedback” response that also posed some additional questions. I responded and asked a very specific and some general questions to which I have not received any reply. That was on October 2nd. I pinged the EMBT representative one week later on the 9th with a friendly reminder that I was waiting for a reply. I am still waiting for a response to both my original email and the ping.
I know we’re all busy, and sometimes things fall through the cracks. I have personally been guilty of not responding to an email because I flagged it as a todo item, and never got back to it. That said, when I receive a follow up request, I make sure to jump on it right away and apologize for not responding sooner. No one likes to be ignored…it doesn’t make them feel like a valued customer. To add insult to injury, it makes people feel used when they respond to your questions, but you do not reciprocate. The Dale Carnegie program is based on the premise that people will generally respond in kind. I was told when I took the course that it doesn’t work with everyone, and if it doesn’t work, there is really nothing you can do about it…you just have to write it off as a lost cause.
I am the proud father of two daughters. I teach my children that when asked a question they are to respond to the question, and that it’s not acceptible to answer a question with a question. If they don’t respond, they are being rude and disrespectful to the person that posed the question, essentially saying to them “I got what I wanted and that’s all that matters…it’s not worth my time to respond to you”. To say that you listen to your customers, and then ignore them is hypocrosy, something I will not accept in my life on a personal level, and try to avoid on a professional level.
I’m not sure whether the EMBT rep’s email is malfunctioning, or they have been swamped creating 31 days of XE3 videos and travelling. I do know that this isn’t the first time I asked an EMBT rep questions, and never got a response. Mike Rozlog said he would get answers for me about specific questions I asked during the XE2 World Tour. I pinged him months later and never got a response. Shortly afterwards, he left EMBT. Is it corporate culture? Avoidance of tougher issues? Poor email management or ineffective delegation, that gives a negative perception? I’ll let you be the judge….