TIL the 24-hour rule for angry customer emails

I used to reply to angry messages right away (bad move). Now I wait a full day before hitting send on any complaint response, and it's saved me from making 3 situations way worse than they already were last month. Anybody else use a cooldown period before answering?

2 comments

2 Comments

the_wren1mo ago

Waiting a day turns most angry emails into "actually nevermind sorry" emails.

cameron5381mo ago

Wait, are you saying you actually have the self-control to wait a whole day before firing off a reply, @the_wren? I can barely manage an hour before I've already typed out something I regret.