In a recent article I mentioned the poor quality of emails thirteen years ago. Things have got a lot worse since then as people use email even more now which makes training in writing emails very important. Most companies use email to communicate with their customers, yet most companies don’t train their staff to do it!
Many staff who in past years would have perfectly good conversations on the phone are now having to write emails instead. It’s also worth remembering that an email is, after all, an electronic letter and should follow most of the conventions of letter writing which many people have forgotten, if they ever knew them in the first place.
Training in writing emails gives staff at all levels the confidence to write really professional, warm, well laid out accurate emails. For many customers their only impression of the company will be from the quality of the email and if an email is badly spelt, poorly laid out or sloppy in any way, it will lose the company sales.
Remember that every email is an advert for your company so make sure it’s a good one by using the following hints and tips:
- Have a relevant subject in the subject line so it can easily be found
- Use a salutation e.g. Dear or Hi (unless you’re in a live email conversation)
- Use the correctly spelt name e.g. Sarah not Sara
- Leave a line of space before going into the main details
- Don’t put whole words in capitals, it gives the impression of SHOUTING
- Have an average of 20 words per sentence
- Have an average of 3 lines of text per paragraph
- Don’t have indentations in your paragraphs
- Use a line of space between each paragraph
- Use the correct grammar
- Use the correct spellings
- Punctuate well
- Have a sign off e.g. Many thanks
- Always type your name even if you have an email signature (after all you would always sign a letter even if your name was typed)
- Have a great email signature with your name, position if relevant, company name, what the company does, web address, landline numbers, phone numbers and LinkedIn link where relevant (as people often look at an email to find out how to contact you again)
If you and all your colleagues, staff and managers are trained to write really good emails then your relationships with your customers will improve, your reputation will be enhanced, and most importantly, your profits will increase.