I understand that one person at a company can't do everything but what are you really saying when:
*You receive an external help request from someone who deals with your company and you
*Deal with it by sending an internal message to another employee who can take care of the issue and
*Carbon copy the internal message to the customer who sent you the help request
Does that mean you are off the hook?
Am I the only person who thinks this is super rude?
Am I the only person who thinks that a customer might be:
1. A bit confused when they get an email from someone they don't recognize?
Email Marketing Lesson: How To Build An Email List, Part Two of TwoDo you remember the word I made up last time?
Unjoin.
Today I ll let you know what the concept of unjoining means and how it will get you in trouble with your customers.
So, what does it mean to unjoin a list before you join it?
Here are two real life examples I came across the other day from two very large companies who should know better (I will leave the guilty parties unnamed).
Real life example one - From a large multinational car company website:
I do not wish to receive
( ) ABC Company special events and promotions
( ) ABC Company Retailer promotions
( ) Marketing Surveys
..
2. A bit confused when they get an email clearly addressed to another person?
I think the customer would feel pawned off and not appreciated.
Even worse, they just might delete the message because it is addressed to someone else (thinking it is Spam).
My story does not end there. My issue has not been resolved! Do I email the customer service email again, or do I email 'Stephen', the guy that I think is taking care of my issue because I was cc'd on an internal email conversation?
Maybe it would have been better if the customer service rep had emailed me and told me the issue was being taken care, and she would leave the request open until the issue had been solved.
I don't like getting emails that clearly indicate I have been pawned off.
I also don't like getting called Stephen.
Email Marketing Lesson: How To Build An Email List, Part One Of TwoSo why do so many people cry and pull their hair out when it comes to building an email list? It s really simple - they don t know how to do it.
Before you start building an email list you need to know one thing.
What I m about to tell you is so paramount you will want to stop reading this email and get a post-it note and pen ready so you can write it down.
What is this one thing that is so important?
If you have your post-it note and pen ready I will tell you!
Hmm, I sense someone is still looking for their post-it notes in their desk.
Ok, now we are ready...
The one thing you need to ..
And I really don't like being clueless as to the status of my issue.
Customers don't need to know who is taking care of what in your company. They need a response that indicates you care about their issue and it will be resolved. Next time you think it is appropriate to simply 'clean out your inbox' by pawning off an external help request to someone else in your company, think about how the customer will feel when they get a strange email addressed to someone else.
Using Email requires manners and a little thinking about how the recipient will feel when they get your message. If email manners are an issue for you than admit it, and use the telephone.
About the Author
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Check out our popular ebook Email Marketing Made Easy & one on one expert Email Marketing coaching at http://www.EmailMarketingMadeEasy.com Joan Pasay --Copyright 2005Email Marketing Manners 101: Clearing Your Inbox By Forwarding Email Messages To Someone Else
