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E-mail Etiquette
Always Have the Last Word |
| Recently,
I felt compelled to write a testimonial letter. I had received
remarkable service from a pair of business owners and it took an entire
page to express my heart-felt gratitude. I e-mailed this letter, as an
attachment, to both owners. Additionally, I included a request
for their physical mailing address, so that I could provide them with a
signed copy on letterhead. The e-mail was sent more than one month ago
and neither business owner ever replied. You can imagine how this left
me feeling -- Did they receive my e-mail? Do they check their
e-mail? Did they appreciate this uncommon gesture? I saw them a few
weeks later and learned that they did receive my letter. I don't
believe they are unappreciative -- In fact, I imagine they probably
shared the letter with family, friends and prospective clients. |
Studies tell us that communication/rapport is comprised of the following: · 7% Our words · 38% Our voice tone · 55% Our physiology Since
we don't have our voice tone and physiology entering into standard
e-mail communication, that leaves only our written words (a bunch of letters on a screen).
If our words only account for 7% of communication, that obviously
leaves plenty of room for error. It is important to not leave an
opportunity for a "disconnect" -- often referred to, in this context,
as a misunderstanding, misinterpretation and/or feeling of being
incomplete.
Not
"having the last word" in a back-and-forth e-mail communication, could
easily be interpreted much like not saying "goodbye" at the end of a
phone conversation. It is best to err on the side of communicating.
Always have the last word.
Non-question e-mails
? Today's
tip is not referring to an e-mail containing a question. That practice
is clearly common courtesy, common knowledge...and common sense. When
an e-mail does not contain a question, however, that is not a green light to not reply. In other words, it does not mean a reply is not warranted, important and/or appropriate. You
can always reply. It is always safe. This "last word" has the other
person feel smart and/or important and/or valued -- every client's
(every person's) three emotional hot buttons. It also leaves the other person feeling complete.
:-) My great friend, Misti, always
gets the last word, even if in the form of a :-). Even though I teach
this stuff and understand the psychology behind it, it leaves me
feeling important, valued and complete -- every time.
Why not ALWAYS have the last word? -- Here are some everyday applications: 1. Client says, "Thank You." Reply with, "It was my pleasure." 2. Client says, "Here is what I promised." Reply with, "Just wanted you to know that I received this. Thanks a bunch! I appreciate you for remembering." 3. Client sends you a link, article, etc. and says, "Thought you might be interested..." Reply with, "Thank you for thinking of me." 4. Client says, "You really did a great job for us and we are so grateful to have found you." Reply with, "Thank you so much for the kind words. You made my day." Now put yourself in their
shoes, with each of the above "Client says..." and consider how you, as
the client, might be left feeling without any reply... Now you
understand the impact of "Having the last word." This
is one more practice that makes a difference -- although sometimes
subtle -- in distinguishing yourself from the competition. It is these
subtleties that will have you consistently connecting with your clients.
If you like what has been shared here, share it with a friend by clicking here: 
All the best and good selling!
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Steve Dorfman
Founder & CEO
Driven To Excel, Inc.
© Copyrighted 2007 - Driven To Excel, Inc.. Copying and distribution of this article without modification is permitted in any medium without royalty, provided that the copyright notice and this notice are preserved. |
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| Steve Dorfman
Driven To Excel, Inc
301.996.9147
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| Client Feedback |
"Steve made us all feel as though he was a part of our business. His interaction with my staff created a mood that was filled with
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Browning Pools & Spas
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