Week 2

Abstract geometric root system with glowing red lines on black background

FOCUS FRIDAY

Attack the Root. Own the Outcome.

Team,

Earlier this week, we asked for honest feedback about inbox management and response times. Thank you to everyone who responded.

The results were insightful — and they reinforce why this week's focus matters.

Focus Friday is our weekly reset.

A weekly improvement. A weekly standard.

We don't treat symptoms. We don't wait for escalations. We don't leave expectations undefined.

We identify the root — and we fix it.

Focus Friday — Week 2

Email Responsiveness and Expectation Setting

What We Learned from the Survey

The majority of the team reported 0 emails older than 2 business days — strong foundation. However, several responses told a different story.

6-10

Emails older than 2 days

21+

Emails older than 2 days

16+

Emails older than 5 days

Most Common Reasons Cited

High volume Prioritizing urgent escalations Waiting on internal research Waiting on client information Unsure how to respond / need support Emails overlooked or buried in volume

Team Consensus on Response Times

Urgent

Same day or 1 business day

Non-Urgent

1-3 business days

The gap is not intention.

The gap is consistency.

The Standard

All emails in your inbox should receive a response within 2 business days.

Case Team: Cases continue to operate under your current SLA. The expectation here is acknowledgment and expectation-setting — not necessarily full resolution.

Even if you do not have the full answer:

Respond. Set an expectation. Follow through.

What This Means

Waiting on Research

Acknowledge the email and provide a specific follow-up date.

Waiting on the Client

Communicate clearly what is needed and when you will check back in.

Volume is High

Silence is not a volume strategy. Acknowledgment is.

Unsure How to Respond

Ask for help. Delayed emails because we're unsure is a solvable root issue.

Root Causes Identified

The survey showed that emails age primarily due to:

> High volume > Unclear ownership > Research delays

> Buried replies > Escalations taking priority

These are real constraints. But none of them eliminate our responsibility to communicate.

We are not in the business of letting emails age. We are in the business of owning communication.

Many escalations begin with one root issue:

Silence.

Why This Matters

When clients don't hear from us, they assume the worst.

When we set expectations and meet them, we build trust — even in delay.

This week, we attack the root. Not inbox perfection. Expectation clarity.

Next Friday, we sharpen something else.

Small refinements. Big impact.

Let's set the tone. Let's raise the standard.

Attack the root. Own the outcome.

Have a strong Friday.

You are receiving this email because you are a member of this team.

Focus Friday — Internal Team Communications

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