When CEOs Forget: The High Cost of a Curt Email

You know that feeling when you get an email that just rubs you the wrong way? Maybe it's terse, maybe it's condescending, or maybe it's just plain rude. Now imagine getting that email from the CEO of a company you admire. It stings, doesn't it?

The Email That Sparked a Blog Post

I recently received such an email from the CEO of a well-known brand. It was so curt and dismissive that it left me genuinely disappointed, particularly as this CEO had personally given me their card and suggested we keep in touch. The contrast between that initial encounter and the subsequent email was jarring.

It got me thinking: when did it become acceptable for CEOs to forget that they run businesses? These individuals are the face of their brand. Their communication, whether it's a tweet, a press release, or a simple email, reflects on the company they lead. And yet, all too often, we see CEOs behaving as if they're above the basic rules of courtesy and professionalism.

The Customer is Always Right... Even When You're the CEO

Let's be clear: I understand that CEOs are busy people. They receive countless emails every day, and it's impossible to respond to every single one with the same level of care and attention. But that's no excuse for being rude. A simple "thank you for your email, I'll look into this" or "No thanks" takes seconds to type, and it can make all the difference in how a customer feels about a company.

Remember, we're all customers at some point. We all know what it's like to be on the receiving end of poor customer service. And we all know how quickly a bad experience can turn us off a brand. CEOs need to remember that they're not just running businesses; they're also representing them. And their behaviour, both online and offline, can have a real impact on their company's bottom line.

A Call for a Return to Professionalism

So, to all the CEOs out there: I urge you to take a step back and think about how you communicate. Remember that your words matter. Remember that you're not just talking to employees or shareholders; you're also talking to customers. And remember that a little bit of courtesy can go a long way.

In today's hyper-connected world, courtesy isn't just a nice-to-have; it's a business imperative.