How to Handle Difficult Responses from an Education Mailing List

The K12 Marketplace
How to Handle Difficult Responses from an Education Mailing List

How to Handle Difficult Responses from an Education Mailing List

Many things in life seem to follow the 80-20 rule. When you look at your education mailing list, that might mean 80% of your subscribers are happy with your content.

It can also mean that 20% of your subscribers generate 80% of your sales.

The uncomfortable truth about life is that you’ll never please everyone, no matter how hard you try. Someone can take your emails, interpret them in unexpected ways, and generate negative energy toward others with their response. [[1]]

You might even receive an angry email after using your school database to communicate with your subscribers.

When those messages arrive, it might be tempting to delete them. Instead of using the “out of sight, out of mind” approach, here is how you can handle a challenging response.

1. Step Away from the Keyboard

The initial response we have is to give someone the same business that they gave us, especially if perceived anger feels unjustified. Instead of sending off a quick email in return, try to step away from the keyboard for a bit. Get some water, have a snack, or take a walk. By giving yourself time to decompress, you’ll be in a calmer state of mind when it’s time to face the email. [[2]]

2. Read the Message Again

After your initial emotional reaction to the email, try to reread the message after you’ve had time to calm down. The information is not usually as bad as the first impression tends to be. Try to take notes during your rereading session, observing the various underlying issues that the sender expresses 

3. Think Through the Response

Once you compose your response, reread your email to see if you’ve addressed the questions or concerns sent your way. If you’re unsure about something, it’s better to ask questions than make assumptions. Asking for an explanation makes it easier to understand their perspective when interacting with your education mailing list. [[3]]

4. Consider the Other Side

Some people send mean emails to gripe or complaint because it can feel like they’re anonymous on the other side of a computer or mobile device. Are the complaints sent your way factual, or potentially justified? If you failed to follow through on something, the response could be constructive feedback to take to heart. [[4]]

Even if the tone is angry or rude, a valid complaint should still be addressed. Try to see the situation from the other person’s perspective. This step will help you form a more cohesive response.

5. Keep Your Cool

If there is no reason for someone to send you a confrontational message from your school database or another source, try to avoid becoming defensive. If you respond abrasively, the tensions on display from the other person are more likely to increase. It helps to keep the response as neutral as possible. [[5]]

Some of your best customers can come from the steps you take to handle a difficult message from your education email list. Take a deep breath, try not to take things personally, and stick to the facts to try to create a positive result.

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