In the internet age every piece of communication between you and your customer is open to scrutiny.

Electronic communication is scarily permanent.

Websites like HelpHound are a record of people’s thoughts on your business.

And anything you write on your website or any email sent to a customer could come back and be used against you.

I’m currently listening to a replay of a consumer show item on BBC Three Counties Radio. A customer spent several thousand on artificial grass for their garden, and their children get static shocks from it. Unfortunately the supplying company has not helped them sort it out, and the radio station has been involved for a few weeks now.

The company hasn’t yet been named (yet), but emails between the company and customer have been read out as part of the “evidence” that the product isn’t right. If I ran that company I would want to get this sorted out ASAP, before it escalates any further.

How would you feel if emails sent by your staff were read out on a radio station’s consumer show?