How do you respond when a client claims they didn't received it?

[sao123]

read receipts. Send the email and if yo do not get a read receipt call and ask whether the client got the email.

read and delivery reciepts.

 

[sourceninja]

apologize for any inconvenience (makes the customer feel good)
Resend the reports (solves the problem)
recommend they check their spam filters (prevents the problem)

 

[Numenorean]

also works.


I NEVER apologize unless I fucked up.

You won't make it far in business if you aren't courteous.

 

[EagleKeeper]

read and delivery reciepts.

Some email systems do not support this.

 

[MotionMan]

Some email systems do not support this.

And clients who lie about receiving e-mails, and are savvy enough, will manually or automatically cancel return receipt requests.

MotionMan

 

[sonicdrummer20]

Client emailed saying he didn't get the reports for nov and dec that we email him monthly. I know everything on our end was fine but can't say the same for his.

What do you normally do in these situations? Do you apologize when you resend them? Or do you try not put any blame and just basically say "here are the files" and move on? Or do you tell it like it is by acknowledging you did send them but hey, here they are again?

(Read/delivery reciept)/thread

 

[alkemyst]

I think that's ok as long as you're pretty close to that person but isn't it a bit too cocky if it's strictly professional?

WTF? It's what happened, there should be no needed emotion.

Mail servers lose things, people delete them by mistake, etc.

"Hey, I found it in my sent items. Something must have happened in cyberspace, never received any error message on my end. Let me know if it looks good."

simple and non-dramatic. Definitely not worth a post about.