Does your business rely upon emails as a way to correspond with customers or clients? If it does, here are three ways you may be sabotaging your relationship with your customers, and you don’t even know it.
Almost all businesses use email as one of the primary ways to interact with customers. Here are three of the most important things companies do that can destroy your company’s image or relationship with your client/customer:
1. Not reading before you answer
I can’t tell you how many times I’ve sent an email off into the interwebs and was disappointed to find that the answer that came back didn’t address the issue I had raised. It was obvious that the company’s representative read only as far as the first sentence before pasting in the canned response.
Don’t be that company! Make sure to read the customer’s entire email before you answer to make sure you understand their exact problem. It may take you more time now, but it will save your company time in the long run as well as your image and customer service reputation.
2. Not answering each question
Before you hit that send button, make sure you have answered each one of your customer’s questions. It has become common practice to answer one or two questions and leave the customer wondering about the other two.
It takes more time in the long run for you to play email tag with your customer. In addition to taking more time to answer two or three emails where there should have only been one, the emails will become longer and more hostile should the need arise. Make sure you get all their questions answered the first time!
3. Not reading between the lines
Most of your customers won’t know enough to ask you the right questions. Make sure you are reading between the lines and anticipating what your customer or client is REALLY asking.
It goes without saying that NOT ANSWERING a customer email for a long while is a huge no-no. Most customers will understand if they don’t get a reply for a day or so (or over the weekend), but please don’t make them wait a week or longer to hear from you…or you’ll be hearing from them!
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