This isn't anything major, but did bug me.
I work in relocation and I do the home searches for 90% of our clients. We get people from all around the world and I always try to be aware of who I am speaking to and their culture.
For example, with high status jobs from e.g America, I am very direct and professional as they see junior in my title and will bring in their HR if I slip up in any way. Then we have young PhD students, and depending on where they are from, are very casual. Sending smilies/emojis in their emails and abbreviations etc, so I do the same, e.g “You got the apartment!! 🙂 Congrats, I will be drawing up the lease agreement today; thank you!” This isn't any secret and my manager has known about this and has not had a problem. Moving to a new country (sometimes continent) is very scary, I just want them to feel welcomed and safe and I think it's nice for them to have someone they know they can trust and ask any questions to.- As I have so many clients constantly saying sorry and apologizing for questions, it makes me sad, I want them to ask questions as I am happy to answer them, no matter how “stupid” they think the question is.
We've had some communications training though so I wanted to be extra mindful. We've gotten in this very demanding and VIP client, who I have been doing the home search for. My manager told me today that she will be taking over all the viewings I've booked and I shall refrain from any communication whatsoever with this client. She said I had written in an email “we have not received answers!” and that it came off aggressive and I cannot write exclamation points and that they complained to the director of the company. Now, I get that could come off as aggressive, I went back and checked every email I wrote to this “VIP” client and I never wrote that, I was being extremely professional through out the communication and only ever wrote an exclamation point when I said “Let me know what you think of these options and also if you'd like to book in a viewing, I am happy to do so!”
I know it's small, but it bothered me. I am good at my job, and genuinely care for my clients and what's best for them, and would've been nice to have my manager on my side. It's fine if she wants to take the reigns on this but don't lie and chew me out for something I didn't even do. Sorry for the rant.