Don't Send Emails Pissed Off | EP173
Glenda opens with the mantra of the episode: never hit send while you're angry.
It comes out of a TASS coaching call, where an advisor did everything right on a river cruise inquiry (fast turnaround, custom research, a proposal built around what the clients actually wanted) only to find out they'd booked elsewhere. Stung by the loss, she fired off an email listing everything she'd done for them. It didn't land the way she hoped.
Glenda unpacks what happened next: how to repair a client relationship after an emotional reaction, why the word "disappointed" does more work than anger ever will, and why the fix isn't about being right, it's about being the adult in the room.
Key takeaways:
- The genie doesn't go back in the bottle. What you do next is what counts.
- Lead with disappointment about the relationship, not the lost transaction. Clients can feel the difference.
- No response is required within the hour. Professional services don't work that way, and neither should you.
- Before you send anything written in anger, run it through a filter: a trusted business bestie, or even AI, asked point-blank, "Does this match my values, and what tone does this actually read in?"
- Ask what you could've done better. Not all feedback will feel good, but it's the most useful kind you'll get.
- Don't take the bait from difficult clients. Disengaging is a completely valid response.
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