Small Responses, Big Results: The Business Case for Acknowledgment and Careful Reading

In our fast-paced digital age, it’s easy to get swept away by the tsunami of notifications, emails, and to-do lists. But amid this whirlwind, there’s one small, yet fundamental, courtesy that seems to be slipping away: the simple act of acknowledgment.

After nearly two decades in customer experience—an arena where people skills are the bread and butter—I’ve seen the best and worst of communication habits. Our goal is to help businesses instill values like courtesy, politeness, and empathy in their teams. Yet even among well-meaning professionals, there’s a recurring hiccup: the missing acknowledgment.

Whether it’s a quick text, an email, or a phone call, acknowledging someone’s message can go a long way. It signals respect, consideration, and a willingness to engage. But let’s be honest—this step often gets overlooked. From our busy colleagues to even the mystery shoppers we work with, the art of acknowledgment sometimes feels like it’s on the endangered list.

Another recurring theme is the skim-and-send response: despite clear instructions and guidelines, people often fire off questions that could have been answered with a careful read. It’s as if the fine print is invisible, making vital details easy to miss.

Why does this matter?

• Erodes Professional Relationships: Ignoring or delaying acknowledgments can damage professional relationships. It’s a small slip that leads to misunderstandings, frustration, and ultimately, a decline in trust.
• Impacts Productivity: Unacknowledged messages breed confusion, delays, and needless back-and-forth.
• Reflects Poor Work Ethic: Overlooking messages or skimming over instructions can come across as a lack of attention to detail and commitment.

What can we do?

• Prioritize Acknowledgment: Make it a habit to acknowledge messages promptly, even if it’s a simple “received” or “I’ll get back to you.”
• Read Carefully: Before responding, take a moment to absorb the full message or document.
• Be Mindful of Tone: Politeness never goes out of style. Even a short acknowledgment can be polite and respectful.
• Set Expectations: Clearly outline response times and preferred communication channels.

By practicing these small, mindful steps, we can strengthen relationships, improve productivity, and build a more positive, efficient work environment. So, here’s to reviving the art of acknowledgment and thorough reading, one interaction at a time.