A Text Message Moment

Posted by Deborah Chaddock Brown on October 24, 2008 under Customer Moments, Telephone Moments | Be the First to Comment

I was attending a meeting today when the facilitator received a text message.  The meeting format is a casual breakfast round table and so it was appropriate for her to quickly view the message while the rest of us continued our discussion.

I noticed that she did a little thumb dance over the keys and set the phone down.  A few minutes later, she glanced at the phone, clicked-clicked a few letters and again set the phone down.

The conversation was fast and productive so it wasn’t until she said “I’m having a make or break moment” that we all glanced in her direction to learn more.

“I just got a critical text from a client about a major change in his organization.  He’s looking for feedback and it has to be perfect.”

160 characters of perfect.

Pressure.

“You have to be careful,” she said. “People who send a text are looking for an immediate response and the easy thing to do would be respond without thinking.  But the wrong message could do immeasurable damage.”

I wonder.  How often do we take the time to think through our text messages before sending.  How often do we hit SEND and immediately cry out “NOOOOOOOO!”

I admired her restraint.  She knew the person was waiting, perhaps impatiently for a response, and yet she took the time to think, write, review, WAIT a few minutes, review, revise and WAIT. 

The person at the other end of the phone ended up waiting less than 10 minutes for a response, however, because she was thoughtful and careful and reflection – when she hit the SEND button – she was satisfied with the message, the tone and the words.

Once again – a person at the cross roads faced with options.  She chose to use the opportunity – even in just a short little text message – to ensure she was professional and had thought through her response.

So how often do you text immediate responses without thinking through your message?  In light of new legislature in seven states:  Do you text while you drive?

A recent study said 70% of minors are texting while driving!  Talk about being at a cross roads and facing Make or Break Moments that could have catostrophic results! Check out this video: