Internal Email Sent To Client - Any Issues?
Associate on my team accidentally sent what was meant to be an internal email to the client. For context, we came off a call (Senior MD, Associate and Myself) with the client going over scope for the next phase of work. They came back with some very specific asks and we essentially noted that we would do what we can but that 1) some requests were very specific and 2) they are subject to data availability which is not always the case.
After the call the Associate forwards the email with call KTAs to the team Analyst (not on the call) showing what the scope for the following phase entails. Analyst replies saying that much of this might be difficult to find and will likely be much more involved than originally planned.
Associate replies to that message CCing the client (by mistake) saying something along the lines of "Agreed. We have managed expectations and will do what we can with the available data since the asks were quite specific. Best to contact staffing to get another Junior on".
Associate has since apologised to the client noting it was an internal email and asking them to delete it as well as notifying the MD. I don't think this is bad because 1) it summarises what was said in the client call and 2) didn't slag the client off in any way or say anything particularly negative.
Doesn't seem like a big issue right?
accidental text on purpose
from curb your enthusiasm
Well, based on the most helpful WSO content, it seems like your associate might have dodged a bullet this time. The content of the email doesn't seem to contain anything damaging or offensive. It's more of a reflection of the internal workings of your team, which isn't necessarily a bad thing.
However, it's always important to remember that any communication that includes a client should be treated as if the client will read it. This is a good reminder to always double-check the recipients of an email before hitting send.
In the future, it might be a good idea to have a chat with your team about email etiquette and the importance of being careful when including clients in email threads. It's a small mistake that can have big consequences, but in this case, it seems like your team will be able to move past it.
Remember, we're all human and mistakes happen. The important thing is to learn from them and take steps to prevent them from happening in the future.
Sources: Ways of Underperformance - and how to avoid them (Part 1), Craziest Moment in Front of a Client, Pet Peeves / office etiquette, Douchebag Clients
Sounds like he’ll be fine. Will probably get a shouting at, and maybe put on some conduct training to “prove we’ve taken action” but nothing more given the email content wasn’t detrimental to the firm etc etc
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