I know, I know… Technology can be frustrating! Unfortunately, when faced with techie issues that many users do not understand, they many times choose to trivialize these critical issues in the guise of then not having to deal with them. I see it every day.
At least once each week I want to throw something at or kick my computer. Either it isn’t behaving as I would like or I am learning something new that is challenging me. At the end of the day, however, I never choose the path of least resistance or minimize issues I know to be important simply because I don’t want to deal with them.
For e-mail, your most important and guarded information relies on your password being unique to you and not known to others. Even in a business environment, outside of the IT gal or guy, no one but the user should have access to other’s passwords.
Think about it… If everyone had the same password for their account, what would prevent a disgruntled or even curious employee from tapping into management or accounting department e-mails? Nothing! That is why password security is in place and should be handled appropriately.
Because your company is techno-challenged does not mean you ignore these issues (or become belligerent or accusatory) because you don’t want to deal with them. The truth be told, what you aren’t dealing with at that point is the compromise of your business’s security.
Internal and external threats abound. If you haven’t had to deal with any yet in no way negates their existence. Unique, secure and protected passwords are essential for any company’s network security. To think otherwise is simply naive.
At your service,
Judith
If you run an eCom site, most likely your system sends out an order acknowledgment e-mail upon receipt of an order. If you don’t have a system that does this — time to upgrade to one that does!
There are certain basics you need to make sure are included in that e-mail to enhance confidence, avoid confusion and to ensure your customers are given the information and perception that you are in fact a legitimate enterprise:
- Make sure you mention your site, your site URL and have your contact information within the e-mail. This helps to make it convenient for customers to contact you with any questions they may have in regard to that acknowledgment.
- Include as many details as possible when it comes to the products or services ordered and whether they are in stock to ensure that all parties are on the same page.
- Since your dot com many not exactly match your formal company name, to avoid confusion when your customers receive their credit card statements, include a brief note telling them what to look for when it comes to your business/company name on their statement.
- Include a mention of what the customer can expect from that point forward. Shipment confirmation, time factors, etc.
- If your site includes a login area or section where customers can view the status of their order, be sure to include a link to this URL in the confirmation e-mail.
By including these extra tidbits in your order acknowledgment e-mails, you save on customer service inquiries while also giving customers the confidence that you are on top of things and can be trusted with their future business.
At your service,
Judith
ex·plic·it –adjective
- fully and clearly expressed or demonstrated; leaving nothing merely implied; unequivocal: explicit instructions; explicit language.
- clearly developed or formulated: explicit knowledge; explicit belief.
- definite and unreserved in expression; outspoken: He was quite explicit as to what he expected us to do for him.
Now that we are clear on the above, apply this to your e-mails. If you receive an e-mail that asks several questions — answer each one, point-by-point. Don’t just hit reply and type a general statement at the top of the e-mail that doesn’t cover all the issues presented.
Explicitness in your e-mail communications helps to avoid misunderstandings and confusion. If you top-post, (the bad habit of just typing a cryptic reply at the top of an e-mail without including any e-mail etiquette) you are taking the lazy way out and showing the person who e-mailed you that you are not capable of succinct replies.
Learn how to, and practice, the down-editing of your replies to avoid unnecessary back and forths for clarification. Down-editing will also show that it is important to you to be a clear communicator and will speak volumes as to what it will be like to communicate with you. PIA or joy?
Don’t just reply with what point or info you want to relay — reply to the specifics of the e-mail that was sent to you. Not doing so will demonstrate a lack of courtesy for those who e-mail you causing them to have to send an additional e-mail for clarification. In business, replying without displaying this level of attention to detail will undermine your potential for success as well as show your lack of professionalism.
At your service,
Judith
