In many cases, email is an absolutely terrible way to communicate effectively. In the The Happy Customer Handbook I discuss “Putting You into Every Client Contact”.
I discuss the fact that communication experts say that body language and intonation account for 90% of effective communication. How does email fit into body language and intonation? It doesn’t. Often, email communication should be called email miscommunication.
I’ve actually had people tell me they didn’t like the tone of an email they received from someone. I asked them to send me that email. As someone not involved in the issue I saw no tone what-so-ever.
Sure, a great writer can put tone into their writings, but to expect that a particular email, that may or may not have been hugely important to the sender, that may have been composed in a matter of seconds was sent with a particular tone is, at best, a guess.
I often remind our team at that “Email Sucks”. If you have something important to say and it could be taken incorrectly, “Email Sucks!”
Also, unless you’re willing to upset the recipient much more than you can imagine, you should never send an email that is negative or critical.
Another, rule of thumb that we’ve found that works is, “If you go back and forth about something with email quit typing and get on the phone, or go see the person.”
You can get my hard copy book (not an e-book), The Happy Customer Handbook, 59 Secrets to Creating Happy Customers Who Come Back Time and Time Again and Enthusiastically Tell Others About You for free at www.HowToControlYourBusiness.com. I just ask that you pay $2.97 to help cover shipping and handling.
“Do What You Do So Well
That People Can’t Help Telling Others About You”
Keith Lee
www.keithlee.com
