3 guidelines in email communications for clients
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3 guidelines in email communications for clients Presentation Transcript

  • 1. 3 GUIDELINES IN EMAIL COMMUNICATIONS FOR CLIENTS Prepared for the SocialMetric Team
  • 2. Overview 1. Need to Know 2. Get to the Point 3. Email or Call?
  • 3. 1. Need to Know • Before sending out your emails or giving your client a call, things about it from your client perspective. • What is important for them to know? • Why do they want to know certain information? • For example, when running a campaign, apart from the mechanics, it is also important to keep the client informed on: • Objective • Expected Effect • Critical Success Factor
  • 4. 1. Need to Know • When a client ask for certain information, after providing the information, ask your clients: • Is there a conclusion you are trying to reach? Can I help?
  • 5. 2. Get to the Point • As much as possible keep your email short and sweet, direct to the point. • If this email is to clarify or to seek approval, it is perfectly ok to break it down to bullet points. • Finally, does your message have a clear action plan? Does your client know what is needed from you or themselves after reading the email?
  • 6. 3. Email or Call? • When a topic has lots of areas that need to be explained and will generate too many questions and confusion, do it with a call. • Do a call when you need clarification or quick yes/no answer. This will speed up your productivity and help you deliver to the client at a faster pace. • Also, e-mail should not be used for last minute cancellations of meetings and never for delivering bad news. • Emails are best used when informing a client or communication with a large group of people at the same time.