Newton's Third Law of Physics states that for every e-mail, there is an equal and opposite e-mail. And people live in the parallel universe where they get those equal and opposite e-mails. You want to provide good customer service via e-mail, so you tell customers when they can expect a response -- and you keep to that schedule. You actually respond when you say you will. This is because you know that response time depends a great deal on how quickly your automated routing gets the appropriate e-mail to the appropriate respondent in your organization. You never write in all caps, you have a punchy, relevant subject line, and you even include the recipient's name in the response. This article presents two confirmation e-mails, one written perfectly and the other messy.