I love e-mail.

It fills my need to avoid interacting with other human beings directly. I send e-mails constantly.

I get to ask my question or give my instructions without having to go through the usual pleasantries.

I don’t have to ask about your weekend, your life, your spouse, or your kids. I can just ask you a question or tell you to do something and I’m done.

If I want to seem nice, I can tack on some form of greeting or salutation, which I recall with a keystroke, having saved it in TextExpander. Awesome.

E-mail is my best friend.

However, there is one time when e-mail is not to be used.

When Not to Hide Behind Your Keyboard

There is one situation that requires human interaction. It requires a call or a meeting or an in-person visit.

Do not do this one thing via e-mail.

What is it?

It’s the fee conversation. Don’t talk about fees via e-mail.

• Don’t use e-mail to explain the initial fee.
• Don’t do it when you’re discussing an overdue balance or the need to replenish the trust account.
• Don’t do it when new fees are coming and need to be explained.

Fee interactions require your voice and your ears.

Dial In . . . Don’t Tune Out

Fees are a sensitive topic. They open the door to distress, disappointment, disillusionment, and a range of other responses. You need to be connected to the other person when you discuss this sensitive topic.

You need to be totally attuned to the client when discussing fees. You need to deliver the message with the right content, the right approach, and the right demeanor. You need to be in the game.

Fee discussions are not conversations to be avoided. They are conversations you need to engage in fully.

Trust me, I understand. My desire to avoid these conversations is overwhelming. I stare at my phone long and hard before hitting the button. I get it.

But . . . don’t use e-mail to discuss fees.