Email is one of the most common and convenient ways to communicate with customers, but it also requires professionalism and etiquette to make a good impression and build rapport and trust. In this article, we will share some tips on how to use email etiquette to achieve these goals and avoid common pitfalls.
The tone and style of your email should match the purpose and context of your message, as well as the expectations and preferences of your customer. For example, if you are sending a confirmation email for an order, you can use a friendly and casual tone, but if you are responding to a complaint, you should use a formal and respectful tone. You should also avoid using slang, jargon, or abbreviations that your customer may not understand, and use proper grammar, spelling, and punctuation to avoid confusion and errors.
While communicating with customers it is very important to remember that although tone of our voice reflects our attitude, it is the words we choose that communicate reflect our personality. Choose your style: 1/ Adaptability: tailor your tone and style to suit the context and recipient, because this flexibility demonstrates your emotional intelligence. 2/ Authenticity: let your genuine personality shine through in your emails while fostering trust and rapport. 3/ Clarity: simplicity and precision in your language with clear communication can prevent misunderstandings and save time. 4/ Positivity: maintain positive tone even in challenging situations because a positive attitude helps build a supportive and productive work environment.
You should be considerate of the recipient and their working day/life being different to yours. For example, just because you are in a rush, does not mean the recipient is, make sure your tone puts across the urgency without assuming they will work to your beat. Whilst these considerations are important, be aware that you should always be genuine and yourself, it can be quite jarring having lovely, kindly worded emails from someone who is blunt or direct in person.
My number one rule with emails, never respond if your emotions are outside a neutral position. If your emotions are really happy, you may respond very relaxed, non-professional and miss important information. If you have negative emotions, you may say something you regret. Take a moment to enjoy or calm down. This will send consistent message and tone to your audience.
The way you address your customer can make a big difference in how they perceive you and your company. You should always use their name, title, and salutation, unless they have given you permission to use a more informal or personal name. You should also avoid using generic or impersonal greetings, such as "Dear Sir/Madam" or "To whom it may concern", as they can sound cold and distant. Instead, use a specific and relevant greeting, such as "Dear Mr. Smith" or "Hello Jane".
The importance of addressing customers by their name, title, and salutation for a better perception of your company. Avoiding generic greetings and using personalized ones can make a big difference.
Your email should be clear and concise, meaning that you should convey your message in a simple and direct way, without unnecessary or redundant information. You should also use short and simple sentences and paragraphs, and use bullet points or numbered lists to organize your points. You should also avoid using attachments or links, unless they are essential or requested by your customer, as they can be inconvenient or risky to open. Instead, include the relevant information in the body of your email, or use a secure and reliable platform to share files or documents.
Important note is to always respond back with confirmation of a complex transaction or instructions. Especially of money or expenses could occur by an error. Shows professionalism and confirms instructions. Gives the sender the opportunity to correct any mis interpretation.
Your email should be polite and positive, meaning that you should use courteous and respectful language, and express appreciation and gratitude for your customer's business and feedback. You should also avoid using negative or aggressive words, such as "no", "can't", "won't", or "fail", as they can damage your relationship and reputation. Instead, use positive or neutral words, such as "yes", "can", "will", or "resolve", and offer solutions or alternatives to your customer's problems or concerns.
Ensuring a balance between positive and negative tone is important; a neutral tone is not always best, but is often better than negativity. You can be critical, or have judgements on things, but word it in a constructive manner.
I agree! In addition to avoiding negative words, I also recommand avoiding argumentative words that put you and your customer in opposition, such as “but”, and “however” as it puts them in the defensive. I recommend using the word “and” in place of these.
Your email should follow up and close properly, meaning that you should provide your customer with the next steps or actions, and invite them to contact you again if they have any questions or issues. You should also use a clear and specific subject line, and include your name, title, and contact information at the end of your email. You should also avoid using vague or abrupt endings, such as "Thanks" or "Bye", as they can sound rude or unprofessional. Instead, use a warm and sincere closing, such as "Thank you for your patience and understanding" or "Best regards, John Doe".
Your email must have a proper follow-up and closing. This means that you should inform the customer about the next steps or actions and invite them to contact you if they have any questions or issues. It is crucial to have a clear and specific subject line, as well as including your name, title, and contact information at the end of the email. Avoid using vague or abrupt endings like "Thanks" or "Bye" as they may come across as rude or unprofessional. Instead, opt for a warm and sincere closing, such as "Thank you for your patience and understanding" or "Best regards, John Doe."