Let me share a little story… A client had sent me a very unhappy e-mail. I spent the next three to four hours drafting up what I thought was a very constructive, political and positive response. A few hours later, I got another unhappy e-mail. This went on for about 3 more e-mails. Sound familiar? I was confused by the tone of my client’s e-mail and I decided to pick up the phone and just...