Easy on the Eyes


If you’re like most American workers, you receive over 80 emails a day and chances are your eyes are tired. But you need your email to be read! Let's compare these two emails.

Subject: Bad Email
Hi Customer, we got the order you sent in and this confirms that we got it but we can’t get started on it because you didn’t tell us some of the specifics that we need to process the order.   I’m not sure if you got the memo about our intake process or not but it has changed and now when you send in the orders you need to tell us upfront about the number and when you need it so we can start to work on it.

Subject:  Order 123 – Awaiting further instructions
Hi Customer,
Thank you for your order.  

We will get to work once we have your answers to two questions:
1.     How many do you need?
2.     Do you prefer single or double-sided?

Waiting for your reply,

Ahhh... that’s better! Make your emails easy on your customers’ eyes. Use bullet points. Keep it simple. Aim to have more whitespace than words.

Another Opportunity to Say "Thank You"

Q: What do you do if someone blogs bad news about your company?

A: Say thank you.


It's natural to get defensive when you get a negative online post.  But take a moment and instead of reiterating your company policy and explaining your procedures, say "thank you".

After that have a conversation with that unhappy customer, but have it over the phone. 

Listen to their story, empathize and offer to make it right. In fact, sweeten the offering so much that you can go back later and ask them to take down their post or at least repost a positive. 

A negative post is an opportunity to shine.  Respond don't react.