Is your Out-Of-Office message losing you business while you're out of the office?

Why even bother with an automated out-of-office e-mail message?

As you think of reasons, let's roll into the blog post.

I received this message recently:

I am out of the ffice on business and have limited access to emails.  I will return on MArch 12.

That was the entirety of the message.

First, let's discuss the typos...

Is this an example of your attention to detail?  If so, then perhaps I'm glad I am not currently using or referring your services.  Or, if I am, you just lost some credibility in my eyes. 

Even without the typos, there is plenty more to dislike.

1) It's all about you.  If you know me, you've heard the following rule: Never start any communication with the word 'I.' Not saying you need to add the insipid "Your e-mail is important to me..." beginning, but perhaps there is another way to start this auto-reply?

2) I received this on May 4th.  Did he mean "May 12" or did he not revise the auto-reply before re-enabling it? I'll never know. However, May 12th is a Saturday, so I have a good guess.

3) Sucks to be me. OK, I now know you are away.  What should I do if I need something from you or your company during this period? I guess I can call the main line (painful … and not part of your auto-reply, so I have to hunt even for that) or hope you find time to reply during your limited access. In either case the e-mail only serves to solve #1 below.  Not very useful.  And not at all customer-centric.

Amazingly, many out-of-office messages have typos.  And some really bad ones.   I've seen the word 'business' misspelled by a business advisor. I've seen the company name misspelled. (This is more common than you might think.) And, more often, I've seen out-of-office messages that were clearly written for a previous absence, since the dates are old or apply to a prior year.

Tip #1: Proofread your messages!
Tip #2: Check the dates on your calendar.

Now back to the original question:  Why even bother with an automated out-of-office message? 

Here are the top two things your message should communicate to the recipients:

1) Do not expect a fast reply, and 

2) Here's what you can do in the interim.

If your out-of-office message fails to deliver both of these, then you should strongly consider revising it.

And here's a third:

3) Even though I am out-of-the-office, you are smart for using/hiring us. 

Some people add a 'why' or 'where' to the message, such as "...presenting at..." or "...helping a client with..." This shows they are active and/or attentive.

Some others add the heart-warming "...family vacation..." mention.  A recent one I received let recipients know he was taking his daughter on a tour of colleges, which made me think very highly of him. Others might be annoyed, but I thought better of him and it gave me something to talk to him about when we communicated next.

On the plus side, I've read some strong out-of-office messages that either made me laugh or were written in a way that made me hear the sender's voice.  That being said, some read like small novels and, well, that can be hit or miss.  Especially if the banter buries the "Here is who you can contact in the meantime" portion.

Perhaps there is a chance to show some creativity, as you might do with your voice mail message?

To end: Your out-of-office message is your representative while you are away.  Think of what you want it to communicate while you sip that Mai Tai or slide your rollercase into the overhead bin.

At least, fix your typos and let me, your potentially important client or prospect, know what I can do in your absence.  

  

WWED? = What Would an Entrepreneur Do?

A number of month's back I wrote "WWED?" on a post-it note to help stimulate discussion with a partner at a law firm. I stuck that note to my bulletin board and find myself pointing to it day after day – as well as using it to help fuel my own decision making.

Many people use the I/U process (Important/Urgent) to help focus their time and effort (as do I), but I am not sure this helps decide what you should do. Or how you should act.

"WWED?" delivers instant clarity.

A few times, I have done nothing more than point to the post-it note to help my client get over the decision-making 'hump.'

So... What would an entrepreneur do?

I doubt there is a comprehensive list or even an action plan for decision-making entrepreneur-style, but I do think there are some ground rules.

1) Make decisions. Stop waiting for others to force your hand. If you need to be nagged to move forward, you are either being guilted into a bad course of action or you are not an entrepreneur.

2) Lead by example. Leave a wake, not a memo. Enough said.

3) Pick up the phone. E-mail is great for sharing details, but not for having decisive and brief discussions, providing solutions or delivering bad news (and eating crow.) Or better still, make a personal appearance.

4) Trust your people. Even if you did not choose them. And even if they are your superiors. Let them know that you don't always expect success, but you always expect sweat, urgency, and immediate heads-up when a problem occurs. And you expect them to learn when they fail.

5) Rise the tide. Too many people think that entrepreneurs are looking to hobble their competitors. Anyone who believes this is not an entrepreneur. So-called competitors are often the best collaborators and, even as adversaries, provide later insights you won't get if you ostracize them.

6) Find time to think. Entrepreneurs are doers, but, even more so, they are thinkers. They carve off time, close their door, walk to lunch instead of taking a cab, draw on napkins, etc. ... all to figure stuff out vs. checking stuff off.

… and the list goes on.

But the point is this:

Regardless of your role at your organization, you can create a mental box of your ownership. You can determine the part of the business you control and from which you can create value for all the boats in the lock, not just your own dingy.

That is, if this were "You LLC," how would you act? What decisions would you make? What would you stop doing?

You would never say, "It's only company money." Or blame others for your failure. Or wait for outside forces to force your hand. Or goof off on Facebook because no one is watching. Or show up at 9:00 am sharp every day since that's when your job starts. Or do value-less things because others assigned them... Etc. ... Etc.

To end:

Next time you are face with a decision, no matter how seemingly small, ask yourself, "WWED?"

Why I Hate Triangle Relationships – A Rant

Your client hires you as their marketing firm. Then they, separately hire an SEO firm, or website developer, or PR firm, or etc., or etc. And, of course the client expects you to both to play nicely and provide integrated services that build on each other … "the sum of the parts ..." and all that.

Hint: This is not limited to marketing relationships. Not nearly.

All well and good until something doesn't work. Or there is a new project on the table. Or new data appears. Or a process needs to be developed. Or feedback is required. Or it's a Tuesday.

Then you get this unhealthy triangle where two firms are fighting for attention, respect, information, and, worse still, budget. And you, the client who thinks competition is a good idea, end up with fighting sibling that aren't related by blood so have no sticky red reason or impending reunion to bury their hatchets. And you are doing double work to keep both teams up-to-speed.

The single line worth reading in this post:

Set up a straight line relationship from you to a lead to a sub.

Take it from someone who has been part of many triangles and been the lead and sub for many, many projects: Avoid the triangle relationship like the plague.

If I, as the sub, cannot take direction from your chosen lead, then give me two options: 1) shut up and 2) leave. Or a third option: 3) shut up and leave.

At worst, I will sit back and wait until the lead's total incompetence is discovered and I get promoted or, in a better case, we'll find mutual ground (with your best interests in mind). In the best case scenario, we'll get along and develop a business relationship, perhaps in the same lead-to-sub line or perhaps reversed, but always thinking of you every time another client sends us a check.

But please do not expect that you can magically make the triangle relationship work.

You can't.

/rant.