Transform how you write emails to have happier, more responsive clients. Sick of clients not getting back to you in a timely fashion? Worried that you do not sound professional? Are your email recipients constantly “not getting” what you are trying to explain? These tips will fix it.
See how it appears to be a moron typing? That’s why.
Yes, young millennials. I am looking… straight… at… YOU.
We are professionals, we do not address clients like our weekend party buddies.
Even if this client IS ALSO your weekend party buddy, they still deserve professionalism in the office. Remember, your email may get forwarded to his or her boss or colleague. Every communication is an opportunity to prove your capability to email with not only this contact, but also someone he or she may refer you to, others in their company or their supervisor.
Yes, I know I just said to keep it professional. “Professional” is not defined as “humorless.”
There is a difference between intentional shorthand and grammar errors.
*Where there’s a rule, there’s likely an exception. With some clients, we have to be a bit more formal to cater to their language preferences. Those are too dynamic to keep a list on hand. You will get to know them over time. That is why experienced employees are so valuable.
Balance fun with grammar and spelling. Casual language, when used, needs to clearly be on purpose. Permission to be casual does NOT mean sloppy. Proper grammar and spelling communicates intelligence. Please communicate intelligence :-).
Big words are overrated. Don’t use them to sound fancy where shorter ones will do the trick. Think utilize vs. use — same darn word.
“We have a cohesive understanding of your strategy. For the next step, we would like to arrange a collaboration meeting with your marketing consultant to ensure we integrate workflows and maximize the value we provide.”
“Great, we understand the plan. Let’s meet with your marketing team next week — I included times below. We can deliver the best results if we work together on the project.”
Even on replies. 2 reasons:
Communicate urgent requests, QR requests, updates, reports, topics…
Longer emails do not get read nor replied to. Shorter ones that focus on one question at a time will receive quick replies. especially important if you need a reply from the client to move forward with a task. Not quite as important for general updates.
Client email grazing happens no matter how awesome your email is; plan for it. Most emails have 1-2 important points: highlight and/or bold them.
If there is a question that requires a response from the client, the question should be bolded/emphasized so that they’ll see it and are more likely to respond. Another option is to move questions to the top of client emails. It works!
Use screenshots, screencasts (do NOT be scared of video!), and links.
If your company doesn’t have the best related resource, link to whoever does. It’s fine if it’s a competitor. If one emailed link to an outside resource puts your client at jeopardy then you already had bigger problems. Link to the best resource, regardless of who it is.
Tailor industry jargon use to the specific client. Do they know what those words mean? Do we need to exude sophistication with this client or simplify to ensure understanding?
Here are a few examples from our industry jargon:
Once you learn the concepts, here is a quick n’ dirty checklist to refer to.