Mixing
“I†vs. “We†when communicating with customers/clients [closed]
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I used to work in a place where we had this... corporate culture, for lack of a better expression. There was this policy, which stated that we should not communicate with the company's clients as individuals, but as a team. For example, instead of saying:
"I have read your email and I very much agree with what you said, I'm going to see what can be done about that..."
We'd have to rephrase it to be something more along the lines of:
"We have considered your input and we agree - [Company Name] is going to see what can be done to accomodate your needs..."
It was strange for me at the beggining. There was this unwritten rule, no "I" in any emails, and every email had to have peer review before being sent, to remove these "I's". That "No I in team" thing was being taken to extremes.
After some time I stopped caring. But then one day I was doing tech support via Skype, and a customer said, and I quote:
Will you stop with this "we, we, we" thing? I'd like to believe I'm talking to a person here but the way you keep abusing the first person plural makes me think I'm talking to the [expletive] biblical legion.
I can relate to that - but then again, I've seen that "We" > "I" policy in more than a couple places I've worked before, so I'm inclined to believe it's either a cultural thing, or something that comes from some modern management practice. But is it right? The preferable way to go? If I started my own company, should I let my personnel behave like that too? Should I lead them into doing so?
I am all for team work and team building. I just think that depersonalizing an individual like this does not accomplish either, but then again a lot of management stuff is beyond me.
Edit: since the question is on hold for being unclear, I'll try to be more specific. That attitude was seen as a nuisance by employees and clients alike, and only kept because management loved it. At least this is my perception of the case. Am I wrong and should I start cultivating this culture in other places, or am I right and can I have peace of mind?
professionalism customer-service
closed as unclear what you're asking by HLGEM, Jim G., jcmeloni, CincinnatiProgrammer, IDrinkandIKnowThings Oct 1 '13 at 14:59
Please clarify your specific problem or add additional details to highlight exactly what you need. As it's currently written, it’s hard to tell exactly what you're asking. See the How to Ask page for help clarifying this question. If this question can be reworded to fit the rules in the help center, please edit the question.
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up vote
3
down vote
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I used to work in a place where we had this... corporate culture, for lack of a better expression. There was this policy, which stated that we should not communicate with the company's clients as individuals, but as a team. For example, instead of saying:
"I have read your email and I very much agree with what you said, I'm going to see what can be done about that..."
We'd have to rephrase it to be something more along the lines of:
"We have considered your input and we agree - [Company Name] is going to see what can be done to accomodate your needs..."
It was strange for me at the beggining. There was this unwritten rule, no "I" in any emails, and every email had to have peer review before being sent, to remove these "I's". That "No I in team" thing was being taken to extremes.
After some time I stopped caring. But then one day I was doing tech support via Skype, and a customer said, and I quote:
Will you stop with this "we, we, we" thing? I'd like to believe I'm talking to a person here but the way you keep abusing the first person plural makes me think I'm talking to the [expletive] biblical legion.
I can relate to that - but then again, I've seen that "We" > "I" policy in more than a couple places I've worked before, so I'm inclined to believe it's either a cultural thing, or something that comes from some modern management practice. But is it right? The preferable way to go? If I started my own company, should I let my personnel behave like that too? Should I lead them into doing so?
I am all for team work and team building. I just think that depersonalizing an individual like this does not accomplish either, but then again a lot of management stuff is beyond me.
Edit: since the question is on hold for being unclear, I'll try to be more specific. That attitude was seen as a nuisance by employees and clients alike, and only kept because management loved it. At least this is my perception of the case. Am I wrong and should I start cultivating this culture in other places, or am I right and can I have peace of mind?
professionalism customer-service
closed as unclear what you're asking by HLGEM, Jim G., jcmeloni, CincinnatiProgrammer, IDrinkandIKnowThings Oct 1 '13 at 14:59
Please clarify your specific problem or add additional details to highlight exactly what you need. As it's currently written, it’s hard to tell exactly what you're asking. See the How to Ask page for help clarifying this question. If this question can be reworded to fit the rules in the help center, please edit the question.
3
Here's a related question I asked about this.
– Elysian Fields♦
Sep 30 '13 at 20:17
@enderland I like it - it has to do with what I'm asking here. However, I think the focus there is the communication coming from a site to the users. I'm thinking more about the communication between employees and clients, though.
– user10483
Sep 30 '13 at 20:20
Indeed, that's why it's "related" and not a duplicate question :)
– Elysian Fields♦
Sep 30 '13 at 20:21
Is your question more "how to approach management about changing from 'we to I'" or something else? I'm not sure what your end goal is - if it's just peace of mind about your company policy it's hard to really "answer."
– Elysian Fields♦
Oct 2 '13 at 13:08
Rephrasing it another way: who's wrong, me or the company?
– user10483
Oct 2 '13 at 14:38
add a comment |Â
up vote
3
down vote
favorite
up vote
3
down vote
favorite
I used to work in a place where we had this... corporate culture, for lack of a better expression. There was this policy, which stated that we should not communicate with the company's clients as individuals, but as a team. For example, instead of saying:
"I have read your email and I very much agree with what you said, I'm going to see what can be done about that..."
We'd have to rephrase it to be something more along the lines of:
"We have considered your input and we agree - [Company Name] is going to see what can be done to accomodate your needs..."
It was strange for me at the beggining. There was this unwritten rule, no "I" in any emails, and every email had to have peer review before being sent, to remove these "I's". That "No I in team" thing was being taken to extremes.
After some time I stopped caring. But then one day I was doing tech support via Skype, and a customer said, and I quote:
Will you stop with this "we, we, we" thing? I'd like to believe I'm talking to a person here but the way you keep abusing the first person plural makes me think I'm talking to the [expletive] biblical legion.
I can relate to that - but then again, I've seen that "We" > "I" policy in more than a couple places I've worked before, so I'm inclined to believe it's either a cultural thing, or something that comes from some modern management practice. But is it right? The preferable way to go? If I started my own company, should I let my personnel behave like that too? Should I lead them into doing so?
I am all for team work and team building. I just think that depersonalizing an individual like this does not accomplish either, but then again a lot of management stuff is beyond me.
Edit: since the question is on hold for being unclear, I'll try to be more specific. That attitude was seen as a nuisance by employees and clients alike, and only kept because management loved it. At least this is my perception of the case. Am I wrong and should I start cultivating this culture in other places, or am I right and can I have peace of mind?
professionalism customer-service
I used to work in a place where we had this... corporate culture, for lack of a better expression. There was this policy, which stated that we should not communicate with the company's clients as individuals, but as a team. For example, instead of saying:
"I have read your email and I very much agree with what you said, I'm going to see what can be done about that..."
We'd have to rephrase it to be something more along the lines of:
"We have considered your input and we agree - [Company Name] is going to see what can be done to accomodate your needs..."
It was strange for me at the beggining. There was this unwritten rule, no "I" in any emails, and every email had to have peer review before being sent, to remove these "I's". That "No I in team" thing was being taken to extremes.
After some time I stopped caring. But then one day I was doing tech support via Skype, and a customer said, and I quote:
Will you stop with this "we, we, we" thing? I'd like to believe I'm talking to a person here but the way you keep abusing the first person plural makes me think I'm talking to the [expletive] biblical legion.
I can relate to that - but then again, I've seen that "We" > "I" policy in more than a couple places I've worked before, so I'm inclined to believe it's either a cultural thing, or something that comes from some modern management practice. But is it right? The preferable way to go? If I started my own company, should I let my personnel behave like that too? Should I lead them into doing so?
I am all for team work and team building. I just think that depersonalizing an individual like this does not accomplish either, but then again a lot of management stuff is beyond me.
Edit: since the question is on hold for being unclear, I'll try to be more specific. That attitude was seen as a nuisance by employees and clients alike, and only kept because management loved it. At least this is my perception of the case. Am I wrong and should I start cultivating this culture in other places, or am I right and can I have peace of mind?
professionalism customer-service
edited Oct 1 '13 at 17:17
asked Sep 30 '13 at 19:57
user10483
closed as unclear what you're asking by HLGEM, Jim G., jcmeloni, CincinnatiProgrammer, IDrinkandIKnowThings Oct 1 '13 at 14:59
Please clarify your specific problem or add additional details to highlight exactly what you need. As it's currently written, it’s hard to tell exactly what you're asking. See the How to Ask page for help clarifying this question. If this question can be reworded to fit the rules in the help center, please edit the question.
closed as unclear what you're asking by HLGEM, Jim G., jcmeloni, CincinnatiProgrammer, IDrinkandIKnowThings Oct 1 '13 at 14:59
Please clarify your specific problem or add additional details to highlight exactly what you need. As it's currently written, it’s hard to tell exactly what you're asking. See the How to Ask page for help clarifying this question. If this question can be reworded to fit the rules in the help center, please edit the question.
3
Here's a related question I asked about this.
– Elysian Fields♦
Sep 30 '13 at 20:17
@enderland I like it - it has to do with what I'm asking here. However, I think the focus there is the communication coming from a site to the users. I'm thinking more about the communication between employees and clients, though.
– user10483
Sep 30 '13 at 20:20
Indeed, that's why it's "related" and not a duplicate question :)
– Elysian Fields♦
Sep 30 '13 at 20:21
Is your question more "how to approach management about changing from 'we to I'" or something else? I'm not sure what your end goal is - if it's just peace of mind about your company policy it's hard to really "answer."
– Elysian Fields♦
Oct 2 '13 at 13:08
Rephrasing it another way: who's wrong, me or the company?
– user10483
Oct 2 '13 at 14:38
add a comment |Â
3
Here's a related question I asked about this.
– Elysian Fields♦
Sep 30 '13 at 20:17
@enderland I like it - it has to do with what I'm asking here. However, I think the focus there is the communication coming from a site to the users. I'm thinking more about the communication between employees and clients, though.
– user10483
Sep 30 '13 at 20:20
Indeed, that's why it's "related" and not a duplicate question :)
– Elysian Fields♦
Sep 30 '13 at 20:21
Is your question more "how to approach management about changing from 'we to I'" or something else? I'm not sure what your end goal is - if it's just peace of mind about your company policy it's hard to really "answer."
– Elysian Fields♦
Oct 2 '13 at 13:08
Rephrasing it another way: who's wrong, me or the company?
– user10483
Oct 2 '13 at 14:38
3
3
Here's a related question I asked about this.
– Elysian Fields♦
Sep 30 '13 at 20:17
Here's a related question I asked about this.
– Elysian Fields♦
Sep 30 '13 at 20:17
@enderland I like it - it has to do with what I'm asking here. However, I think the focus there is the communication coming from a site to the users. I'm thinking more about the communication between employees and clients, though.
– user10483
Sep 30 '13 at 20:20
@enderland I like it - it has to do with what I'm asking here. However, I think the focus there is the communication coming from a site to the users. I'm thinking more about the communication between employees and clients, though.
– user10483
Sep 30 '13 at 20:20
Indeed, that's why it's "related" and not a duplicate question :)
– Elysian Fields♦
Sep 30 '13 at 20:21
Indeed, that's why it's "related" and not a duplicate question :)
– Elysian Fields♦
Sep 30 '13 at 20:21
Is your question more "how to approach management about changing from 'we to I'" or something else? I'm not sure what your end goal is - if it's just peace of mind about your company policy it's hard to really "answer."
– Elysian Fields♦
Oct 2 '13 at 13:08
Is your question more "how to approach management about changing from 'we to I'" or something else? I'm not sure what your end goal is - if it's just peace of mind about your company policy it's hard to really "answer."
– Elysian Fields♦
Oct 2 '13 at 13:08
Rephrasing it another way: who's wrong, me or the company?
– user10483
Oct 2 '13 at 14:38
Rephrasing it another way: who's wrong, me or the company?
– user10483
Oct 2 '13 at 14:38
add a comment |Â
1 Answer
1
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0
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accepted
It depends on your company culture and their relationship with customers and their lawyers.
When in formal communications (letters and memos) to customers I have used the practice of third person by naming the company ACME, Inc. would like to provide [...] which would also be signed from the company followed by my name.
Sincerly,
Acme, Inc.
Dopeybob435
Job Title
The formality of third person is on the ridiculous side when engaging in more personal communications such as phone calls or emails which I generally use the typical I or we when referring to the project group.
If there is a company policy then there is a limit to what you can do, unless you plan to try a rewrite of the policy.
answered Sep 30 '13 at 20:32
Dopeybob435
553519
add a comment |Â
1 Answer
1
active
oldest
votes
1 Answer
1
active
oldest
votes
active
oldest
votes
active
oldest
votes
up vote
0
down vote
accepted
It depends on your company culture and their relationship with customers and their lawyers.
When in formal communications (letters and memos) to customers I have used the practice of third person by naming the company ACME, Inc. would like to provide [...] which would also be signed from the company followed by my name.
Sincerly,
Acme, Inc.
Dopeybob435
Job Title
The formality of third person is on the ridiculous side when engaging in more personal communications such as phone calls or emails which I generally use the typical I or we when referring to the project group.
If there is a company policy then there is a limit to what you can do, unless you plan to try a rewrite of the policy.
answered Sep 30 '13 at 20:32
Dopeybob435
553519
add a comment |Â
up vote
0
down vote
accepted
It depends on your company culture and their relationship with customers and their lawyers.
When in formal communications (letters and memos) to customers I have used the practice of third person by naming the company ACME, Inc. would like to provide [...] which would also be signed from the company followed by my name.
Sincerly,
Acme, Inc.
Dopeybob435
Job Title
The formality of third person is on the ridiculous side when engaging in more personal communications such as phone calls or emails which I generally use the typical I or we when referring to the project group.
If there is a company policy then there is a limit to what you can do, unless you plan to try a rewrite of the policy.
answered Sep 30 '13 at 20:32
Dopeybob435
553519
add a comment |Â
up vote
0
down vote
accepted
up vote
0
down vote
accepted
It depends on your company culture and their relationship with customers and their lawyers.
When in formal communications (letters and memos) to customers I have used the practice of third person by naming the company ACME, Inc. would like to provide [...] which would also be signed from the company followed by my name.
Sincerly,
Acme, Inc.
Dopeybob435
Job Title
The formality of third person is on the ridiculous side when engaging in more personal communications such as phone calls or emails which I generally use the typical I or we when referring to the project group.
If there is a company policy then there is a limit to what you can do, unless you plan to try a rewrite of the policy.
answered Sep 30 '13 at 20:32
Dopeybob435
553519
It depends on your company culture and their relationship with customers and their lawyers.
When in formal communications (letters and memos) to customers I have used the practice of third person by naming the company ACME, Inc. would like to provide [...] which would also be signed from the company followed by my name.
Sincerly,
Acme, Inc.
Dopeybob435
Job Title
The formality of third person is on the ridiculous side when engaging in more personal communications such as phone calls or emails which I generally use the typical I or we when referring to the project group.
If there is a company policy then there is a limit to what you can do, unless you plan to try a rewrite of the policy.
answered Sep 30 '13 at 20:32
Dopeybob435
553519
answered Sep 30 '13 at 20:32
Dopeybob435
553519
answered Sep 30 '13 at 20:32
Dopeybob435
553519
answered Sep 30 '13 at 20:32
Dopeybob435
553519
553519
add a comment |Â
add a comment |Â
3
Here's a related question I asked about this.
– Elysian Fields♦
Sep 30 '13 at 20:17
@enderland I like it - it has to do with what I'm asking here. However, I think the focus there is the communication coming from a site to the users. I'm thinking more about the communication between employees and clients, though.
– user10483
Sep 30 '13 at 20:20
Indeed, that's why it's "related" and not a duplicate question :)
– Elysian Fields♦
Sep 30 '13 at 20:21
Is your question more "how to approach management about changing from 'we to I'" or something else? I'm not sure what your end goal is - if it's just peace of mind about your company policy it's hard to really "answer."
– Elysian Fields♦
Oct 2 '13 at 13:08
Rephrasing it another way: who's wrong, me or the company?
– user10483
Oct 2 '13 at 14:38