Customers Should Email with Courtesy and Clarity

Good customers communicate with courtesy and clarity in their email communications. When you send questions by email or through a website’s contact form, that is an opportunity to show what a good customer you are or have the potential to become.

Simply because you are the customer doesn’t negate the need to provide all the information and details the other side will need to assist with your inquiry. Nor does being the customer mean you do not have to capitalize sentences, spell-check, or follow proper grammar.

Even if you are upset, keeping your cool and sticking to the facts helps the process along. Refrain from using unnecessary adjectives, punctuation, and, of course, profanities.

I have a couple of quick examples that I have personally experienced to share with you. These examples are from the past month or so and reflect a lack of courtesy, detail, and clarity.

Just Tell Me How…

One person emailed my consulting website asking:

No “Hello,” “Hi,” or “Thank you for your help.” They didn’t even sign their name. In addition, they used my general inquiry form instead of clicking the “Click Here for WordPress Help” button at the top of that very page before the form they filled out.

So that tells me he doesn’t even know what I do. Nowhere on my website do I mention eBay. Not once.

But for the sake of this example, let’s say I did offer help on eBay. Did this person assume I would spend time explaining all the details the question entails simply because they made the slightest effort to email me? Then I can’t help but think: after 30 years of experience, what type of client would they be to work with?

I replied that I didn’t offer that type of service and kindly directed them to the eBay Seller Help pages. No response after that…

Customers Are Not Always Right

The following example is from a customer who emailed through my Business Email Etiquette website. They claimed to have purchased my book. The only book I sell on that website is also an eBook.

Since it is an eBook, the system would have sent an email with the download link instantaneously. I checked my order system—had a bunch of orders for that eBook on 7/17—no order under this person’s name or email address.

I checked my payment processor — no payments from anyone by the name provided. It took me 15 minutes to find that I had no order under this person’s name or email address.

So, if this request is legit (and the lack of email etiquette and multiple question marks call that into question), a more courteous, detailed inquiry would probably have allowed me to respond with all the details they were looking for in a single reply.

Instead, I had to look for an order under this sender’s name or email, but it doesn’t exist. Did the order get placed under another name? Was a different email address used? Are they even on the right website?

These details would have saved me from having to email back to ask for more information. Turns out this person didn’t order my eBook through my website (they responded that I should know this).

They ordered one of my paperbacks from Amazon. I explained they needed to contact Amazon, as I have no communication channel, visibility, or control over Amazon’s operational processes. The publishers handle all that with Amazon. I just get puney royalty checks.

The response? “You suck!” (This person needs much more help than any of my email etiquette books can offer.)

Customers Have Responsibilities Too

The key here is that as a customer, it behooves you to give all the details you think the other side will need to respond to your inquiry. In addition, doing so in a kind and courteous manner will most likely ensure you receive a prompt and courteous response.

Because one is the “customer,” it certainly doesn’t give permission to email without any details, courtesy, or proper email etiquette. By not taking the minuscule amount of time required to add greetings, details, and closings, you show that you will most likely be a demanding customer, and not a very profitable one to boot.

Perceptions Happen

Don’t think for a minute that the business owners on the other side of the screen are not making that determination. I know I do. I have to, as I am the only person and only have so much time.

My consulting website is purposely set up as a sort of test. I provide all the information one would need to determine whether what I do meets their needs and whether we will be a good fit.

Succeeding online requires a willingness to put in the proper effort. If you can’t peruse my website first and communicate professionally, what does that bode for?

Contrary to popular belief, there are no shortcuts to online success. However, when you email with courtesy, detail, and clarity, you can bet the other side will value your business and go out of their way (before those who email like the examples above) to promptly answer your requests with the same level of detail.

Use your email inquiries to show you are/will be a great customer!