Improving & Streamlining Emails w/ BCC

People will often include many recipients on an email in order to hopefully get a faster response. Generally, this is when a client is impatient and wants to hear something quickly, so they send an email to multiple people. However, co-workers will sometimes include recipients in emails that aren't the right person for that task. When this happens, the person incorrectly included on the email needs to know the issue is handled, which is very easy to accomplish by "Moving them to BCC". When you move the recipient to BCC, that person receives the email, but when any future emails don't include them. This is also a gentle way of telling the sender that they don't need to include the person in the future.

When someone hands a client/task off to a co-worker, the person handing the task off to that co-worker wants to know that the task has been handled. This is a perfect time for the person handling the task to BCC the co-worker on their response to the client. The co-worker reaches out to the client and BCCs the person who handed them off so that person knows the task is handled. Since they were BCC'ed, that person won't be included on unnecessary future emails.

Example #1

Vicki sold a rental property to a buyer and referred Treaty Oak into the transaction as a property manager. The sale has closed and Sara Lynn is leasing the property. The property has been on the market for a week and the owner/buyer wants to know why it's taking so long to lease. The owner emails Sara Lynn on a Saturday and CC's Vicki on the email.

Example #2

Eric represented a seller who is also purchasing a property. Eric referred Bailey into the transaction as a buyer. This buyer/seller is excited about purchasing a new property and continues to CC Eric on every email about their purchase.

Example #3

A VA receives an email from a tenant over the weekend. The VA isn't sure who the right person is for the tenants' issue, so the VA forwards the email to Ruth & Sara Lynn.

Example #4

Eric refers a buyer client to Vicki. He emails both Vicki & the buyer in order to introduce them.

In all 3 examples, the person sending the email needs to be responded to, the incorrect recipient needs to be removed from the conversation, and the incorrect recipient needs to be notified that the issue was handled. (Vicki cares about her client, Eric cares about his client, & Ruth / Sara Lynn both care about the tenant.)

In keeping with our Inbox Zero Policy, everyone needs to be responded to that day (if a work day.) However, since they emailed multiple people, who should follow up and how?

Ideally, the correct person for the email gets to the email first and replies to the sender, and moves the incorrect recipient(s) to BCC.

Example #1

Sara Lynn emails the buyer/owner, BCCs Vicki, and says, "Hello Mr./Ms. Owner - I'm happy to help you with this! I've moved Vicki to BCC and I'm going to {EXPLAINS WHAT SHE'S DOING}.

Example #2

Bailey emails the buyer/seller, BCCs Eric, and says, "Hello Mr./Ms. Buyer/Seller - I'm happy to help you with this! I've moved Eric to BCC and I'm going to {EXPLAINS WHAT SHE'S DOING}.

Example #3

Ruth is the correct person, so she emails the tenant directly (remember that it was an email forwarded by the VA) and she BCCs Sara Lynn on the email. There is no reason to tell the tenant you have BCC'ed Sara Lynn here b/c the tenant did not initiate the message to Sara Lynn.

Example #4

Vicki thanks Eric for the introduction and says, "Hello Mr./Ms. Buyer - I'm happy to help you with this! (Moving Eric to BCC.) To get started, I would like to {EXPLAINS WHAT SHE'S DOING}.

If you think you're not the right person for the email, and it's been some time since the email was sent, then you can respond to the sender and CC (not BCC) who you think is the correct sender.

Example #1

Vicki emails the buyer/owner, CCs Sara Lynn, and says, "Hello Mr./Ms. Owner - Sara Lynn will be able to help you with this. She generally doesn't work weekends, so will probably get back to you first thing Monday. If this is urgent, please do let me know!" When Sara Lynn responds to the owner, she BCCs Vicki with the above message.

Example #2

Eric emails the buyer/seller, CCs Bailey, and says, "Hello Mr./Ms. Buyer/Seller - Bailey will be able to help you with this. She'll get back to you asap. If this is urgent, please do let me know!" When Bailey responds to the buyer, she BCCs Eric with the above message.

Example #3

Sara Lynn emails the tenant and CCs Ruth, letting the tenant know that Ruth will help them soon.