I recently joined a community and was delighted to receive an email from one of the co-founders welcoming me. It felt like a personalized email written just for me. It said that if I had any questions or feedback that he would love to hear from me. I immediately wrote back to say how pleased I was to receive his email ….. and nothing, a deafening silence. No response.

All the goodwill that had been created in the welcome email was forgotten. And you can guess that I haven’t been back into the community. It would have been better never to have raised my expectations.