Something I learned recently is that people take one word emails rudely. A customer recently emailed me if we allow custom domains. I replied “Yes.” and sent it off. The customer replied back saying “How rude. I don’t want to work with a company that is rude to me.”
Was I being rude? I don’t think so. I got back to the customer within 3 minutes of receiving the email and answered his question. However I can see how it can be perceived as being rude. This is my strategy for next time:
Hi {First Name},
Yes! We allow custom domains. We have setup instructions here {link to the instructions}.
Let me know if there is anything else we can help you with.
Rishi
So just watch out with one word email replies. Your customer might think you are being rude even though you aren’t.
Tags: customer support, good advice
I can’t believe that anyone could ever accuse Rishi of being rude. Rishi is the nicest guy on the planet. He has always been extremely helpful and never makes fun of my stupid questions. Communicating in writing is always tricky, because there are some people who will always look for the negative instead of seeing the positive.
Whenever I receive a question from a customer, I always reply like this:
Hi (first name),
Thank you for your interest!
Then I proceed to answer their questions, and I end my message with:
I hope this helps. Please let me know if you have any other questions or concerns.
Thanks again for your interest in my products!
~ Laura
So, to Rishi and everyone at Flying Cart… Thank you for the wonderful service you offer, and for all the great advice and support you give, and for never, ever being rude! Flying Cart is Awesome! Hugs to you all!
Why are so many people so sensitive?
Long answers, I believe waste time. ‘How are you doings’, ‘Thanks for your interest’ and ‘Welcome to my website’ are fine when dealing with the general public, but when it comes to b2b, I like getting to the point. Especially with having to ‘read’ so many emails.
I agree with Laura, Rishi and Margo have been very quick with response and Flyingcart appears to be a very simple and well thought out platform that I believe will deliver what any online business should need.
Thanks Rishi and Margo and all the staff at Flyingcart for your efforts.
Cobra
Rishmister,
I’m with Laura on this one. You should respond whatever way you wANT to. Don’t give in to the system.
Good luck!
P
I wouldn’t think that would be considered rude, why didn’t the customer look under the help questions, you specifically say custom domains are allowed. Everytime I’ve had a question I’ve emailed you and I like that you answer my question without giving me the run around. I mean come on I know you and Margo are very busy so I like that you Margo answer my question as simple as can be…
KEEP UP THE GOOD WORK….
XOXO COSMETICS
Thanks guys. That really means a lot. At the end of the day though… I still lost the sale. Some people are just sensitive over email because you can’t see facial expressions or hear voice tones.
Email is a tricky form of communication.
I recently read the book, Send: The Essential Guide to Email for Office and Home. While, some of the content seemed obvious and redundant I think it was a great read. We all assume everyone will be on the same page when we email, but emails are easily misread due to the lack on tone-of-voice and facial expressions that are usually present when we communicate.
The best thing the book did for me, was to acknowledge that email is a different form of communication and should be treated as such.