My rule: Don't let a customer decide what is urgent and what is not. Yes, I said it. For some people, everything is urgent. If you get a customer email and YOU

My rule: Don't let a customer decide what is urgent and what is not. Yes, I said it. For some people, everything is urgent. If you get a customer email and YOU realize that this is indeed urgent (site down etc), then you respond as you need to. If you don't think this is urgent, do not respond right away. One thing I do is to use the "Schedule Send" feature in gmail. I write up the email (if I don't want to do it later or forget) but then I use schedule send to actually send it delayed. Source: I run a B2B SAAS and if I tried replying to every customer email immediately, I would go crazy :).