There are so many great reasons to use email when communicating with customers and just as many reasons that it can be? challenging.? There’s no tone of voice reference for the recipient and since everyone expects brevity, it’s sometimes difficult to maintain a personal touch.
A few weeks ago, I was pleased to experience an example of how the convenience of email doesn’t have to detract from creating a personal connection with your customer.? My co-author and I had found some great question-mark-shaped stress toys that we wanted imprinted with the www.whosyourgladys.com/blog web address and the tagline, “Difficult customers stressing you out?”? We saw them on the website for Quality Logo Products (QLP) in Aurora, Illinois.? I bookmarked the site and searched the web a bit more to make sure their pricing was competitive.? Then, I sent a query email to QLP to see what the turnaround time and cost for the item would be.
I received a friendly email back, almost immediately, from Becky Gaitch.? She introduced herself, gave me all of the information I needed to make a decision and added, “If you have any questions, comments, concerns or if there is ANYTHING else I could possibly help you with, please feel free to contact me and I will be happy to help you.”? Such enthusiasm! She managed to convey her positive energy in an email and she included her v-card, so I could add her information instantly to my contact database.? (Great customer service!)
Becky sent us a sample within a few days and we exchanged five or six additional emails while they revised the customized text several times so that it would appear exactly as we wanted it on the item. She was always prompt in her responses to us and always thanked us for working with her.
Right after we sent back our final approval on the imprint artwork, I received another email from a second employee of Quality Logo Products, Angela Grant.? Angela’s first correspondence opened with “I hope this note finds you well!”? Again, she introduced herself and let us know she would be assisting Becky with our order, making sure that it shipped in a timely fashion.? She also promised to send us a second email so we would know when our finished items would arrive.? She ended with “thank you for your fantastic order and have a great day!”
I must admit, since our purchase was less than $300, I was surprised by the high level of customer service that we received.? (I almost started to wonder what was in the water in Aurora, Illinois that made these women so chipper!)? Their use of caps and exclamation points was unexpected and sweet.? It was a great example of how to convey authentic enthusiasm and make the customer feel important.
The lesson?? Don’t be afraid to use caps, exclamation points and superlatives for positive emphasis in your email correspondence.? If you were on the phone, your customer would hear your positive energy in your voice.? When sending an email, take a second look before you hit send and see where you can add a personal touch.? Your customer will appreciate it!
What do you think? How can you convey your positive energy and enthusiasm for serving the customer in your emails to them?
Posted by Lori Jo Vest on www.whosyourgladys.com/blog
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