E-turn to sender

E-TURN TO SENDER

Top Email Faux Pas

By Nancy Friedman

Nancy Friedman is a former franchisor and a popular customer service speaker. She is founder and president of Telephone Doctor Customer Service Training in St. Louis, MO. Contact Nancy at nancy@telephonedoctor.com or visit www.nancyfriedman.com

Sure, sending an email is a timely way to respond to clients and customers, but don’t forget: Anything you put in a message box is representation of your company. Some emails are filled with so many errors, that they are frustrating to read and difficult to interpret, which can cost you a lot of business. Here, are some rules to consider before you press, “send.”

Check your spelling and grammar. Believe it or not, even well educated, top-level executives send emails that are grammatically incorrect. Use the old saying, “When in doubt, leave it out.” If you’re not sure if a word is correctly used or spelled, leave it out and rephrase. Simple. There are always alternative words—use those.

Keep it short. Long emails are rarely read top to bottom. Package information in two to three short paragraphs, and stick to your point. If you have a lot of information, use an attachment, or make a phone call. Remember, people are getting emails on iPads, iPhones, and even iWatches. Rambling notes are often deleted or left for later—and then ignored. Less is more.

Use subject lines wisely. When a topic changes, note the change in the subject line. Emails are often saved and kept as references. Make it easy to find them in overloaded in boxes by keeping the subject line current with the topic at hand. It only takes about five to 10 seconds, so why not do it?

EMAIL PHRASES TO DITCH

DITCH ’EM: “Just a note to let you know.” “Just wanted to say.” “I’m just checking in.”

INSTEAD: “Just” is a weak, wimpy, word, so eliminate it. Read those sentences without the word “just” and see how much stronger they become.

DITCH ’EM: “As I mentioned on the phone.” “Pursuant to our call.”

INSTEAD: Confirm with: “Glad you liked the proposal.” “Enjoyed our call.” “Good call and excited we can make ‘X’ happen.” Email is a time to use your personality. Formal sayings, unless you’re a lawyer (sorry), aren’t normally needed.

DITCH ’EM: “Please let me know if you have any questions.”

INSTEAD: Leave it off. Most folks will let you know if they have questions. It just adds to the length of your email.

Do you have an ineffective email phrase? I’d love to hear them. Email: nancy@telephonedoctor.com