Your comments were loud and clear about my “e-mail don’ts” yesterday.
Rebecca said, “I disagree about what you wrote regarding replies – this would load up an in box and add to email ping-pong.”
Kim wrote, “I’ve noticed several new clients… who are communicating through text messaging. Is this the new email?”
Kristiina said, “You’ve nailed some of my pet peeves.”
I’ve been talking about email messaging with my clients and alliance partners lately. There are many issues beyond what I brought up. I haven’t even gotten to text messaging yet – that will take up another post soon. But yes, Kim – text messaging is what Gen Y is doing and that will eventually change the way the rest of us communicate.
For now, regarding the importance of not letting email take the place of all communication with a prospective customer or someone involved in your business – don’t take my word but rather take a look at this:
A couple of years ago, Stephen Leahy of Wired wrote about a study published in the Journal of Personality and Social Psychology that determined a 50-50 chance of determining the correct tone from an email. You can see more about the study here.
When it comes to replying, I don’t suggest incessant replying back and forth. I am talking about a client/vendor or prospective customer/company relationship. It is upon the vendor… the salesperson or business owner to assume follow up responsibility with the potential or current customer.
Reply to let your customer know you got her email, and you are out of the office but will follow up ____. Say when, and then make sure you do it. You can use Outlook or your CRM system to help organize the follow up.
Emailreplys lists 32 most important email etiquette tips.
What are your thoughts on tone, messaging, and quickness to reply to email?