I work over email, I rely on my words to get things done and make money. I email developers, designers, and most importantly my customers.
25% of my day goes to customer support at Flying Cart and sometimes I find myself going above and beyond for certain customers.
I want to go above and beyond for all my customers
I started to ask myself why I do this for certain customers. At first I thought it was based on when I had my coffee or the type of question they asked. As I started analyzing my emails in our archive I began to notice a pattern. All the people I went above and beyond for started things off with a nice greeting or compliment.
Here are a few things customers said to me:
- “Hey, Rishi. I’m loving the outcome.”
- “Hi Rishi! This was so helpful and we appreciate it so much. I have a few more questions and could use your help.”
- “I’m totally loving Flying Cart. It is so easy to use. I need some help though on setting up…”
– These type of responses totally pump me up. It showed me that I was making progress. They also spelled my name correctly!
When things got frustrating they showed me a little sympathy:
- “I hope I’m not coming off as a pest with this, Rishi”
- “I know this is a lot of work but we really want it to be amazing”
– This was after 10+ emails which was frustrating. When the customer shows me that they understand they are being annoying it completely relaxes my frustrations and keeps me plugging along.
I broke it down even further and found 2 major patterns:
- The use of my name: “Hi Rishi”
– By simply stating my name I felt like I was helping out a friend not some random stranger.
- Using emoticons: “:)”
– In college I use to cringe when my friends used emoticons, I thought it was something only 13yr old girls use. But when it comes to email interactions with co-workers or customers I actually picture them smiling which does a lot for my mood.
In summary: emoticons, friendly greetings, and a little enthusiasm!
This works well for 2 reasons:
- No one else does it. So your email will stand out as polite, mild mannered, educated, and fun to work with!
- Your emails are read based on how the recipient reads it. Do whatever it takes to convey a positive mood so they don’t create a mood for you.
Do you have any tips on how to sound better over email? I’d like to know in the comments below.