Today I’ve caught a yellow taxi across the Brooklyn Bridge, stood under the neon lights of Times Square and watched the taping of a TV show — that’s right, I’m in New York, and on the final leg of a holiday that has spanned four countries in a month. What’s more, my staff and a few loyal customers have been with me every step of the way… Via email, that is! Yes, the poor, jealous things have sat at home, threatening to throw their computers out the window if I hit “send” on yet another picture of me sipping wine or posing in front of a statue. It amazes me to think only 36% of small businesses had email 10 years ago, according to the ABS. How life has changed! Given email is still so new, it’s not surprising we’re still learning to use it effectively. Here are four tips that come to mind while I check in with my team and business from the other side of the world….
Use an Email Signature
A customised email signature looks professional, and is a savvy marketing tool. It’s also something you can do yourself after exploring the tools and options in your email program. Keep your signature simple. Forget fancy patterns, colours or logos. Contact details and online sites where people can engage with you and your business are more important. At the very least, include your:
- Name
- Position
- Company
- Landline
- Mobile
- Website
- Street and postal address.
You’ll be amazed at how the following extras will boost opportunities and connections:
- Blog
- Awards
Reply, Reply, Reply
Unanswered emails are one of the biggest frustrations of the modern workplace. We simply hate feeling ignored! The problem, however, is that answering emails drains about two hours from the day, leaving us with a dilemma — to answer or not. I do answer (for the sake of my livelihood), but manage my inbox by:
- Posting FAQs on my website
- Using online support software to direct queries to the most suitable staff member
- Creating form answers to common requests
- Advising senders if I can’t answer their email immediately
- Thinking before I email … sometimes the phone is better
- Checking my junk mail folder regularly
- Setting aside a block of time for email (boiling the kettle first)
Be Polite
Email is so quick and convenient that users sometimes forget the usual “niceties” of communication. Unless I know someone really well, I start each message with “Dear … ” or “Hi … ” and sign-off with “Kind regards” or “Cheers”, matching the salutation I choose to the formality of the situation. I don’t waste time, but I do build rapport, especially as the nature of my business means I’m regular in touch with customers. So I’ll share a joke, comment on the weather or wish someone a great day. After all, we’re human and these little extras make what we do fun.
Don’t Spam
Don’t automatically add people who email you to your mailing list. Unless they’ve specifically subscribed, this is spam, which, in some cases, is illegal, not to mention really annoying. Ask … that’s all you have to do. Have a “sign up” box on your website or send personal, individual emails to your contacts asking if they’d like to hear from you.
