We live in a world of constant communication, which can be a blessing or a curse. Every morning my email inbox is full by about 7:30am, by the time I reach the office at 8:00am it is overflowing. Email can be accessed, read, forwarded and responded to from your computer or your phone. All this instantaneous connection has produced a false sense of urgency and a lapse in common courtesy.
Email is just like any other form of communication, the catch is, it is the easiest to misinterpret. What you see as a short, concise, and to-the-point email can be viewed as rude. You have done away with the niceties to cut down on time, no good morning Emily, no Thank You. Some people don’t even sign off with their contact information–just a first name.
I learned the hard way, what you don’t put in your emails counts just as much as what you do.
Take a step back and examine your emails from another perspective. If you received one of your emails would you see it as rude? Would you like to have more information? From the day I started working in the professional sphere it was hounded into me “Start every message with a hello and always end with a thank you and your information” whether it be a phone call, a letter, a fax or an email. For a brief time I stepped away from this cardinal rule and it stood up, slapped me and threw a drink in my face.
Rules of the game
- Always start with a salutation. If you know the name of the person you are emailing, use it. If you have no name to reference, good morning and good afternoon are always acceptable.
Examples:- Name only
Bill- - Name plus more
Good morning Bill- - Even friends appreciate a little courtesy
Hey there Bill-
- Name only
- Always include a signature with your contact information. It may make the difference between getting a reply and losing the customer. Never assume someone has your information. People get hundreds of emails a day and you are not the only Bill they know. You would never call a client and leave just your first name and no way for them to contact you back, so why would an email be any different. Plus, it’s free advertising for your business and your website.
Example:
Thanks
——————
Emily Beach
Graphic and Web Designer
ESQUARED Design
559.834.8270 office
559.288.7609 cell
emily@esquareddesign.net
www.esquareddesign.net - Use please and thank you whenever you can. Both these phrases have the ability to soften any written communication. Your correspondence transforms from a demand into a kindly worded request. People are more apt to respond when you ask nicely.
- THESE RULES DO NOT CHANGE JUST BECAUSE YOU ARE EMAILING FROM YOUR PHONE. Most phones that provide email also provide the ability to add a signature. It is not as important to know that you sent the message from your Blackberry, as it is to know how to get a hold of you. Please, I implored you, change the default signature on your phone.
- Slow down. Just because you can answer emails at lightning speed doesn’t mean you should. Look over every email and make sure it is pleasant and conversational. Write as if the person was standing there in front of you. It is easy to slip into impersonal habits when using technology that does not include face-to-face interaction.
Business is about more than just getting the job done. Business is about people and how you interact with them. Client return rate is based on more than just your ability to get the job done, but also how you make the client feel. If they feel like you don’t have the time or you just don’t care to take the time to be pleasant or courteous they will find someone else.
