Improve EMAIL Communications...Please!

Email is a great tool for all businesses. Unfortunately, it is often rendered ineffective for communications by making it easy to rush through a response, or worse, not communicating our message effectively. As a business owner you need to establish some rules for email use by your employees, and yourself.

Here are a few tips to help you get started: 

1. Create a signature in your email program that includes your contact information - It's not uncommon for people to end their emails with an initial. Include your contact information! That's ok, but make sure your name is in the signature block. Also, consider requiring all employees to format the signature block the same way. You may include a logo as well to help with your business branding. 
2. Proofread your email before sending - Email is a fast method for communication. Unfortunately, we often rush through a response sending one that is full of grammatical errors and even spelling errors using spell check. When proofreading make sure to check the tone of your message. Short, cryptic responses can be read as sarcasm when it is not intended. Make sure it accurately communicates your message. 
3. Implement the 15 minute rule - If you receive a message that upsets you, wait 15 minutes or more before responding. Why? This gives you a chance to let your anger subside before you type something you will regret later. Also, you can re-read the email, often a chain of emails, to make sure that the sender understood your original message. 
4. Don't rush responses to emails - Don't be too quick to respond. I have received, and yes, sent incomplete messages because I was distracted by another task at the time. Once I sent an email to a client asking them to choose one of two possible ideas. They responded with, "Yes I agree." Set a few times during the day to concentrate on responding to emails. Put the other tasks you are working on away, then fully devote your attention to writing a thoughtful, and meaningful response.
5. Put the most important information first - Many people will read their email from their phone, or focus on what is displayed on the email program preview setting. Use this to your advantage by putting the most important message first. For example; a customer emails you with a problem. Consider starting with, "I have a solution to your problem. The following will help us correct it." This captures the reader's attention, encouraging them to read further. This is really important when a long message is required. 
6. Include a salutation - What's a salutation? It's a salute, or greeting. Start your emails with "Hello John", or "Good morning John". This personalizes the message and makes the reader feel at ease before continuing to read your response.
7. Avoid email when a phone call or meeting is required - You probably have received an email that really requires a conversation rather than an email conversation. Consider having a conversation with someone when there is a problem or issue that requires discussion. You will save a lot of time as well as further developing relationships internal and external to your business. 
8. Create email templates for common communications - If you have common communications you send via email to your customers, consider creating a template for all employees to use. This ensures the needed information is included. Consider templates for orders received; meeting request; or follow-up customer service emails. (A few ideas are included after the end of this article.)

Email is one of the primary ways we communicate in the business world today. It has replaced the office memorandum and the formal letter. Make sure to treat email as an important communication, devoting the time and thought to each response you send. 

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Email template ideas

Order Received
"Dear _________
Your order for {fill in quantity and type} was received on {date}. We are processing your order and expect to ship it on {projected ship date}. 

If you have questions, or need to correct your order, please contact me at {email and phone number}. "

Meeting Request/Scheduled
"Good {morning, afternoon, or evening} {customer name}, 

We are scheduled for {date, time and location} to discuss your wedding planning needs. the meeting is expected to last no longer than one hour. In the meeting we will discuss the venue, menu for the reception, and table decoration ideas.

We look forward to meeting with you."

Follow-up to completed orders

"Dear {customer name}, 

Our records indicate that your order was delivered on {date shipment was delivered}. Please let us know if your order has not been received."