Kojo was everyone’s favourite colleague at Mawu Enyo Logistics. He was funny in the breakroom and always first to collect money for a birthday cake.
His inbox, however, was a different story, and a primary example of how workplace email etiquette can make or break client relationships.
As a Client Relations Executive at a freight company in Accra, Kojo looked after Ms. Owusu’s account, a pharmaceutical distributor that had been with the company for three years. On Tuesday, she emailed. Her shipment was stuck at the port, and she needed an update before Friday.
Kojo read it, marked it unread, and promised himself he would come back to it.
He did not.
On Wednesday, a second email arrived. On Thursday, a third, with the subject line in capital letters. At 4:47 p.m., Kojo finally sent a quick, one-word reply.
“Noted.”
Table of Contents
The Consequences of Poor Email Etiquette in the Workplace
The whole office had seen it unfold. Operations knew the container had not been cleared on Wednesday, but “that’s Client Relations’ job.” The team WhatsApp group joked about Kojo “sitting on” the email. Selorm, the junior colleague opposite him, wanted to say something, but he was new, and Kojo was senior.
So everyone kept quiet.
Monday, 9:00 a.m.
Ms. Owusu called the Managing Director, who then called Mrs. Asare, the Head of Client Services. Afterward, Mrs. Asare urgently called Kojo for a meeting and placed the printed email thread on the table.
Three urgent emails from a major client. One single-word reply from Kojo.
“What does ‘Noted’ mean?” she asked Kojo.
“It means I saw it,” Kojo replied.
“A reply is not a receipt, Kojo. She did not ask if you saw it. She asked for help.”
One simple sentence, “We apologize for the delay. Your shipment will be cleared as soon as possible, and I will update you by 2 PM.”would have settled everything.
Mrs. Asare looked around the room. “Poor customer service rarely has one author,” she said. “It usually has an audience.”
Key Lessons on Workplace Email Etiquette & Professional Communication
- “Noted” is not an adequate response: Tell the client what is happening and what specific step comes next.
- Speak up early: If you spot an email bottleneck or a growing problem, address it. Silence makes you part of the failure.
- Your colleagues are internal customers: How you communicate across departments directly reflects how you will treat external clients.
The Takeaway
Clients rarely leave because of one big mistake. They leave because of small silences and poor communication. To maintain strong client retention, reply early and respond clearly.
Office Buzz Survival Tip
Before you hit send on any professional email, ask yourself: “If I were the client, would I know what happens next?”
