Like it or Not, Opinions Are Formed by How You E-mail
It still surprises me how many folks think they can type like sixth graders and be taken seriously. When it comes to business, perception is everything. Whether you are a client, customer or provider; how you communicate with the written word will speak volumes as to what you think is important — and your level of education.
See I am of the impression that educated people type in an educated manner. They don’t know any other way to communicate. I have some college, an engineering cert and accounting courses under my belt, but no big fancy schmancy alphabet soup degrees. For me to type in incomplete sentences, not capitalize sentences, not spell check, would require conscious thought and effort — it would be more work for me!
From a customer/client point of view, when you type like a grade schooler, your opinion or point of view is simply not taken as seriously. The fact remains if you were serious about your e-mail, you would have taken the time to type it properly. When you are not taken seriously, or if your errors are pointed out to you, to then get belligerent because you are being judged when you had the opportunity to be perceived positively, simply solidifies your lack of professionalism. Not good for business. I’ll share an example with you.
Over the weekend a client of mine had to deal with a customer who made some blatantly insulting accusations by e-mail — filled with typos. He asked for my advice and help in how best to respond. My client had replied to this person telling him he didn’t appreciate the character assassination based on their lack of knowledge or understanding about how to download the products they had purchased.
My client also pointed out to this ex-customer (he gladly refunded his money as he realized this was a person that would never be satisfied) that having typos or your name in all lower case in the From: field didn’t back up his claim that he understood how to use computers (benign statements compared to the insults my client had been e-mailed). This ex-customer, while getting his money back — so he was out nothing, didn’t appreciate being told that the manner in which he choose to communicate was not appreciated nor were his complaints valid.
This “customer” responded by sending another profanity filled e-mail containing physical threats. I read my client’s e-mail. It was professional in tone and point by point covered each incorrect and insulting claim this person made. Because you run an online business, are you to cow-tow to every crazy that comes your way? I say no. The customer isn’t always right — especially when they are wrong! I think this ex-customer did not expect to be held accountable for his misstatements nor did he expect someone to gladly NOT want to do business with him.
All this could have been avoided by e-mailing with humility and kindness. When you are a newbie online or do not understand computers or how some systems work, that doesn’t mean the other side has nefarious intentions or is out to rip you off. But even if you feel that to be the case, by not having your e-mail settings reflect your name properly, by sending an obnoxious typo laden and grammatically butchered e-mail, how can you honestly be expected to be taken seriously?
I’m lucky that for the most part I don’t have to deal with crazies like that. But my clients know I am here to coach them, be an “ear” and make suggestions whenever they are put in the position of having to deal with onliners who do not realize that like it or not, opinions are formed by how you e-mail.
At your service,
Judith
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