Press 'Send': Ancient Greek Email Wisdom

During my time in grad school, I developed a significant obsession (alright, a major obsession...but can you truly say you majored in something if you don't get obsessed with some obscure subtopic) with the concept of Kairos — a lesser-known rhetorical strategy that quietly accompanies its more renowned counterparts: logos, pathos, and ethos.

Where logos speaks to logic, pathos to emotion, and ethos to credibility, kairos is about timing — the sense for when a message should be shared, and how the moment itself can carry meaning.

Pondering the age-old question: "When should I send that follow-up email?"

Back then, my thesis explored Kairos in digital communication — how the timing of a message could alter its entire impact online. I didn’t realize it at the time, but I was writing a philosophy I’d later learn to live by in my professional life.

The Rhythm of Response

Ideally in communication, timing feels almost invisible...until it’s off.

A follow-up sent too quickly can come across as transactional. Sent too late, and the energy of the conversation has already cooled. But when a message lands at just the right moment, like when a team is still buzzing from a call or a customer is reflecting on what they shared, it deepens connection.

Timing influences the narrative of how and, more importantly, when someone will re-engage with a response to ultimately build a dialogue.

I’ve learned that post-meeting summaries, for example, are not just administrative recaps. They’re moments of kairos; small opportunities to show customers (and colleagues) that their words mattered enough to be heard, shaped, and returned with care.

Like a tennis match, with each idea and topic served in a recap, there's an opportunity for someone to volley off their initial thoughts or feedback; if sent too late, someone might not feel the same momentum post-meeting to necessarily speak up or share ideas, which is a lost opportunity.

The Quiet Work of Attention

Practicing kairos is all about being mindful. It is not just about keeping track of time zones and calendars; it is more about the tempo, the natural rhythm of how people connect, when they take a moment to pause, and when they are most open to new ideas.

I have seen this play out in my own work, too. There is definitely a “right time” to bring up feedback, share new ideas, or send out a recap that makes everyone feel included in the conversation. This kind of timing is not about rushing things; it is really about being aware of the moment and how everyone is feeling.

When to Press Send

I consider kairos whenever I draft a follow-up note or press “send” on a recap. Admittedly, there are times when I hesitate and make mistakes. When I struggle with pressing the send button sometimes I reach out to a colleague to test out how the message feels or I'll schedule the send instead (somehow taking the pressure off of clicking send works for me ¯\_(ツ)_/¯ ).

Effective communication doesn’t merely convey information; it reaches the recipient at the perfect moment when they are prepared to receive it. Sometimes, this timing is the same day. Other times, it may be a week later. However, when the timing is right, you can feel it... because the response you'll receive is more than just acknowledgment. It’s engagement.

Why Timing is Everything

• Follow Up Before the Glow Fades: 

  • Ever had a customer leave a meeting all excited about next steps, only to ghost you later? That’s what happens when timing slips. Send a quick recap within 24–48 hours to keep the buzz alive and show them their input actually mattered.

• Read the (Virtual) Room: 

  • Not every meeting calls for the same tone. Some need celebration, others need quiet reflection. Pay attention to the vibe. If people look drained, maybe don’t open with, “Alright, team! Who’s ready for more action items?”. Take time to pause and always leave an opening for someone to share how they "really" feel; those moments of authenticity are key opportunities for connection.

• Strike While the Relationship is Warm: 

  • When a customer leans in with enthusiasm or shows curiosity, that’s your green light. Don’t wait for next quarter to follow up. Even if you feel as if there isn't anything substantive you can offer (maybe you're still developing your program or securing budget for a bigger project), a small note or resource shared in that moment can turn a conversation into a real connection.

Tips for Perfecting Your Kairos Skills

• Refine Your Follow-Up Rhythm: 

  • The best communicators have a rhythm, not a script. Draft your follow-up templates ahead of time, but leave space to sound human. Think of it like a "Mad-Libs" with some heart. No one likes reading an email that feels like it was written by AI or from a cold-template.

• Listen More Than You Type: 

  • Seriously. The magic of timing usually hides inside what people don’t say. Notice their pauses, their little hesitations, the “hmm” before they answer. Those moments tell you everything about when to engage—or when to zip it.

• Don’t Overthink It: 

  • You’re gonna miss sometimes. You’ll send a follow-up that lands flat or a recap that nobody opens. That’s fine. The best customer advocates have good instincts because they’ve missed before. Timing is trial and error with a bit of empathy sprinkled on top.

Conclusion: Timing is Your Best Friend

The longer I work in communications, the more I realize good timing is what makes everything else work. You can have the perfect strategy, the perfect slides, even the perfect message—but if you deliver it at the wrong moment, it won’t land.

So yeah, Kairos might sound like something Aristotle said while waving his toga dramatically, but in customer success, it’s really just knowing when to press “send.”