Three tips for taking your OOO messages from lazy to lead-generating.

Happy Tuesday!

Today I’m writing to you from beautiful Orlando, Florida where I’ll be taking the stage soon to speak with some of my favorite real estate professionals at Elevate!?

I always love speaking in warmer cities, but this trip is extra special because I turned the few days before and after into a family vacation! The boys and I had a blast at LEGOLAND over the weekend and are headed to Disney World and Sea World for the rest of the week. I’m sure I’ll have lots of fun customer experience stories to share soon! ??

But, in the meantime, I’m doing something this week that I rarely do — putting up an out-of-office message.

Every Tuesday, this newsletter goes out to thousands of people. And, invariably, every week I get back dozens (and sometimes hundreds!) of out-of-office messages. Most of them are what some might call traditional (what I would call boring or even nothing burgers!), which always reminds me that everything is experience!? Every touch point is an opportunity to tell your story, even something as seemingly minor as an out of office message can make an impression on your prospects and customers!?

This week’s newsletter is dedicated to the art of auto responders and how you can intentionally design them to have maximum impact on your prospects and customers. Enjoy! Oh, and if you’re curious about my out of office message this week, feel free to shoot me an email and you’ll get it. :)?

Cheers!

Brittany

An OOO email is an often overlooked interaction. Someone is reaching out to you and therefore waiting for your reply. Why hit them with the dreaded “Thank you for your email…”? message when you can seize the opportunity to position yourself and brand and connect with your audience? You’ve got your customers’ individual attention…now how are you going to differentiate yourself to overcome apathy and provide value to them?

A few weeks ago, I got this fun OOO email from my friend, Sarah Panus, Content Strategy Consultant (who got inspiration from creative expert Kari Switala). Check it out:?

Hello my dear,

It’s me, Sarah’s Fairy Godmother. Can I tell you a story?

Once upon a time, Sarah Panus discovered a magical land called vacation. It only lasted from 3/19 to 3/26, but not a moment was wasted in this Kingdom free of PowerPoints and excel trackers.

Vacation-land was filled with relaxing meals, long chats with family, warm weather, and an inordinate amount of sunblock. And, there were no emails to worry about because all her client projects were organized beforehand to magically proceed.

Picture the peaceful vacation Kingdom. See your email being answered after March 26th. Now, go, young one — start planning your own enchanted journey!

Bippity boppity boo,

SFG

This email would’ve been fun from anyone, but it was especially effective from Sarah because she’s a Storytelling Strategy Consultant. She maximized this touch point by enforcing her story (literally and figuratively!) and showcasing her creative writing skills.?

If you were reaching out to Sarah for the first time to inquire about consulting services, I bet you’d be more than okay with waiting for her to return from vacation instead of emailing the next option on your search result list. Or, if you’re like me and already know Sarah, you’re reminded of her brilliance. She turned what would’ve been a boring interaction into something that made me laugh, and now she’s top-of-mind. The power of an automatic reply. ??

BTW, you can schedule a call with Sarah if you want freelance help clarifying your marketing and storytelling messages to better attract new and existing customers.

If you’re looking to elevate your standard out-of-office messages into something memorable and full of your brand personality, check out these best practices below:

1. Use your real voice!

No one wants to read another “Thank you for your email. I am out of the office until [date] and have limited access to my email. I appreciate your patience and will respond to your email when I return.”

How would you normally greet a prospect or customer via email? What is the typical tone of your emails? Do you use lots of emojis and colors? Make sure all of those stylistic choices are incorporated in your out-of-office message so your clients still feel like they’re chatting with you instead of a robot. When you take the time to craft your own message instead of selecting the default option on your email provider, you’ll stand out and prove to your customers that you care.?

2. Add a personal touch

In some situations, you won’t want to reveal too much information about why you’re out of the office. However, to the extent that you can say where you’re going or what you’re up to, I highly recommend sharing it! Adding a personal touch humanizes you and will help you strengthen your relationship with your customers.?

If you’re going to a business conference, this can be the perfect opportunity to let others know so you can meet up and network while you’re there. You can even use a subject line like, “I’m away at ____ conference, are you?”

If you’re going on a personal trip, adding a line or two about your vacation can give your customers and colleagues a chance to get to know you better. Are you the tropical beach type or the mountain-climbing adventurer? Are you out of the office because you’re going to a football game? Taylor Swift concert?

One specific detail can resonate with your customers and open up a whole new avenue of connection.?

Here’s a great example that a user shared on Twitter:

Hi!

I'm out of the office on holiday in Italy and away from my computer, eating large amounts of pasta and pizza until August 19th. Please expect a delay in response.

I’m sure the recipients of that email smiled and were excited to ask the sender about her trip when she got back. ???

When in doubt, quote a favorite song or movie or insert a relatable meme, like this one below:

3. Provide value while you’re gone

Don’t just state that you’ll reply to an email when you’re back in the office. Exceed your customers’ expectations by providing value while you’re gone.?

My good friend and talented photographer, Fizzah Raza , has an automatic reply set for non-business hours. When I reached out to her at 11pm one night, I got an immediate message back from her with a video and a link to book a meeting with her.

Within five minutes, I learned more about Fizzah’s story and her photography services and had a consultation scheduled for the next day. That’s superfan-level service, and it was all done via an automated message that she set up one time.?

Here are a few additional ways that you can provide value in your OOO email, including some templates:

Link to a helpful resource or a lead-magnet:?

While I’m away, check out my book club guide. It’s free; enjoy it!?

Point your audience to your recent blog posts:

“In the meantime, you can learn more Customer Experience tips and best practices on my blog.”

Link to an FAQ Page.

“Have a question about my speaking services? Check out my FAQ page.”

Provide the contact information for another colleague (as long as they approve!) that people can reach out to for certain questions/concerns:?

“If you’re interested in inviting me to speak at one of your events, please reach out to Alix Steinberg on my team at [email protected].”?

Every interaction contributes to the totality of a customer’s experience, and therefore what they remember and share. Next time you set an automatic reply, maximize the moment by infusing your story and providing value to your recipients so that your inbox will be filled with tons of warm leads upon your return!

What’s the most clever out-of-office message you’ve ever received? Let me know!

Check out the newest episode of my podcast featuring Dawn Craig, Founder and CEO of Finnleys, my favorite local clothing boutique. If you’ve read Creating Superfans, you may recognize Finnleys and its “Pretty things. Great people. Good vibes.” motto from Chapter 17. Listen for a crash course in aligning your team (and your brand!) around a winning message.

“Your brand is a gateway to your true work.”

- Dave Buck

Have a SUPER week!