Take the time and send a nice email to ensure customer loyalty.
Once upon a time the company I worked for sent out emails that sounded like they were written by a robot. A cold, soul less robot.
They went something like this:
“Thank you for your communication. Your inquiry into invoice #$S23s3 has been received and it is being reviewed.
Notice anything wrong? No greeting or no personal touch.
These bland emails seemed to elicit responses from customers that bordered on angry and frustrated. Not only did it frustrate the clients it frustrated our employees because they were dealing with rude and angry emails all day. Not exactly what you want to be known for as far as customer service goes.
I realized very quickly that this couldn’t stay the same. We had to change the way we communicated with our customers via email or we risked becoming a company that was known for being jerks.
The change to the way we handled emails needed to be subtle but also impact-full. The easiest way to accomplish this and encourage my fellow coworkers to join in was creating this creed, if you will, of answering emails.
1. I shall use the customers name when responding to every email.
2. I shall sign the email with my name and department.
3. I shall wish the customer a nice day.
4. I shall not pass the customer off to another department. I will do the leg work and find the answer to the customers questions.
5. I shall encourage the customer to call us if they are still in need of help.
Almost instantly our emails were replied to with nicer and more open responses. Customers loved the fact that we were using their names and that they felt they were actually talking to a person and not some bot on the other side of the internet. The idea that they could get a hold of us by phone was also allowing them to remain relaxed and not so anxious.
A lot of customers and companies rely solely on emails for communications these days. Having a bad email etiquette will cause you to alienate customers and potentially lose them all together. Sending emails that are friendly, personable and helpful is not hard, it just takes more effort than simply answering a question. Sending a nice email can separate you from your competition and gain you loyal users, so send nice emails if you want nice replies.