Email communication is often a large part of a customers experience with your business. So the ability to get the message across clearly and quickly in a friendly and professional manner is incredibly important.
When sending customer emails, here are a few guidelines to keep in mind:
Check the spelling.
If you want your email to be taken seriously, you need to take it seriously. Get the spelling correct. There’s really very little excuse these days when both your email program and browser check the spelling as you go.
If you’re sending emails via your phone or PDA, check that auto text hasn’t kicked in and taken ‘creative license’ with your message.
If you’re really bad at spelling and grammar, you might find it useful to use a tool like Grammarly, GrammarCheck or Scribens. Alternatively, you might want to get someone else to do it for you.
Readability is important.
That means, be sure you get the message across using a minimum of words. Don’t try to show off your literary and comprehension skills. Your customers won’t be impressed, unless possibly you’re a lexicographer – but probably not even then. Of course, if you’re trying too hard to sound smart, there’s also the possibility that you risk misusing a word – and end up appearing both pompous and stupid.
Know your audience.
Text speak may be OK if you’re emailing someone who prefers to communicate that way – but the majority of people will prefer an email using fully spelt out words.
You will find that some people will be offended by a casual greeting. So reconsider the “Hi Bob” when sending important business communications and replace with a “Dear Mr. Smith”. Particularly if a client has a complaint, or they are a newer client – the more formal approach is usually going to be more appropriate.
Remember the KISS principle.
Long, complicated emails will tend to be put in the “later” pile, and the “later” pile is really just a wasteland for emails that won’t be read.
Keep the formatting to a minimum. It’s always possible that the recipient may have their email set to view as text only. If that’s the case, and you’ve relied on formatting to get your message across – your message has been lost.
Include a signature block.
A signature block should have at a minimum your Company Name, a contact number and a website address. Be aware that if you use icons and images in your signature block they may be received as message attachments, or removed from the email, so don’t rely on them for important details.
Use a descriptive subject line.
Just as your email communication should be short and concise, so should the subject line. However, don’t use a one or two word subject that doesn’t prompt the reader for more information.
Be mindful of spam.
You don’t want to end up in someone’s spam folder. So check your content for: excessive links; “spammy” phrases such as “BUY NOW!!!!!” or “CLICK HERE!!!!”; bad spelling and grammar; a subject line of “test” or “hello”; or too much text in all uppercase letters.
Check the recipient.
Make sure the message is addressed to the correct person and make sure that if others were cc’d on the original message they are included in the reply if necessary.
Lastly, and most importantly. NEVER SEND AN EMAIL WHEN YOU’RE ANGRY. If you must, type it out and save as a draft. Then when you’ve calmed down, come back and edit the message. Hint: remove any address from the TO: field so if you accidentally press send instead of save, the message isn’t going anywhere.
The one issue I haven’t mentioned yet (and I believe it is hugely important) is response time. At the very least, a customer email should be responded to within 24 hours. Obviously, the ideal is to respond immediately, but practically that can’t always happen. You have to decide how to handle emails to fit within your workday. You may opt to do a once or twice daily email blitz, or respond as they arrive. Most importantly, don’t use responding to email as a time filler, your customers deserve your full attention. Keep in mind that your email communication will have a huge impact on your customers impression of you.
