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This reply was originally posted by user Dr Eric in ADDitude’s now-retired community.
The problem with texts is that there is still an expectation of immediacy, which can be a problem in a customer based response.
People are starting to have the same expectations with email, but I find if I am consistent in my response time and always use a more formal, business letter email style, I can shape their expectations.
At my job, we have a saying. We call business partners, and we text our friends.