by Charles Gonzales Gagui - CleVer Vibration
So as the year ends, I am sharing these tips. Please note that I am not telling you to change how you write your e-mails, but rather to get some insights from you and maybe help each other in the process.
So, let me know what you think and please feel free to comment on my mistakes and grammar, because I need it.
1. Smile.
When you can't give client’s what they want, it's easy to feel discouraged about writing to them.
To start with a positive mindset, put a smile in your face.
This will resonate loudly on your words and into your e-mails.
2. Shift your thinking from Complaint to Concern.
Think of your client’s e-mail as a genuine concern to your product and services and value them for their time and effort and recognize this intention.
Begin your e-mail with a pleasing note to show that you are a caring and helpful person, like:
“Thank you for your e-mail"
“… for writing to us about your concern”
“… for letting me/us know”
“… for the opportunity to share information about . . ."
“It has been our utmost priority to give integrity to our products and service and we value our clients in these concerns.”
Use words like ‘thank you’, ‘we appreciate’, ‘grateful’, ‘value’ and ‘happy’.
Even though you cannot change the situation, this will help make your customer feel valued & heard.
Avoid any language that characterizes your reader as a complainer. Even if he or she uses
the words "complaint" or "complain," do not include those words in your response.
Instead, use neutral terms such as "letter," "concern," "inquiry," and "situation."
3. Be intimate and personal on your e-mail.
Remember that the one you are sending the e-mail is a person too that has feelings and family. They are just average working people, same as you.
To show respect and approval, greet the reader by name (not Dear Sir/Madame).
As Dale Carnegie put it,
Example of confusing names that I have met:
a. ***-Hyoung Kim (Male)
b. ***kyung Kim (Female)
c. Sae *** Park (Male)
d. Na *** Park (Female)
e. Nguyen *** Toan (Male)
f. Nguyen *** Nhung (Female)
Also, respond specifically on what the client asks.
What I usually do is to copy paste client’s whole sentences on his/her e-mail and respond to every sentences of it.
You will then re-write and review carefully to make sure that your words engage on your client’s situation.
Also be sensitive on the country they came from. Use Pak for Indonesians or –san for Japan clients. If you can, tell Good Morning in their own language.
“안녕하세요”
“お早うございます”
“早上好”
“Selamat Pagi”
“குட் மார்னிங்”
“Magandang Umaga”
It does not hurt if you ask them about the weather or an occurring holidays, they will applaud you on taking the time.
4. Provide information immediately to alleviate their concern/complaint.
Maybe they are just having a bad day, so do not take it personal.
You should have a maximum delay of response of 1 week. If you cannot give a proper answer within one week, let them know that you are taking action on it and will reply as soon as possible.
Use sentences like:
If you need more time, “We are taking action on this concern, we will send our review on _____ / as quickly as possible.”
If you need to turn-over this complaint, “We deem to escalate this case and your email to our senior management for review and response, will keep you informed on your escalated case status as soon as I get an update.”
If you need to close this, “This is an isolated case, we cannot conclude that the heater we supplied is the same as _____ even if we have _____. We do not envisage any modification/replacement for _____”
or “The equipment is no longer under warranty, ______ can give support to the commissioning activities and booked the suitable engineer for your mobilization period.”
Offer yourself or another person on your team as a contact. Even if there is nothing you can do, giving follow-up contact information helps your reader feel connected and not isolated.
Close your message with a sentence like one of these:
"If you need further information, please call me at __________ or email __________"
"Please feel free to call our Sales at _________."
Yes, certain people may abuse that information, but most will simply be grateful to know you are available.
5. Be valiant on your words of empathy
Include statements like:
"We understand and regret,"
"We are sorry about the situation,"
"I wish I could offer,"
"I understand that this response is not what you had hoped for."
An apology does not mean that you make the concern your responsibility.
It just means that you are with them and you are extending your apologies that the situation exists and you regret that it has come to this.
6. Do not accuse
It is in our nature to always or be in the defense side. There is nothing wrong with that, but it always depends on the use of words.
Criticize the circumstances not the person. When giving your disapprobation, avoid using word ‘you’.
Notice on how I use ‘you’ on this e-mail. Using you will make your reader be engaged and feel what you are personifying.
This is the same as adding 'you' on a complaint/concern e-mail. The reader will give him/her distress and confusion by feeling directed on your e-mail.
Instead of "If you had purchased ___, it should have not come to this”,
write, "Unfortunately, this requirement was not part of our supply/offer/policy, please let us know if your good office will confirm this item and we will provide an offer"
Instead of "You should have told us earlier that you wanted this, it’s too late now."
say, "I am regretably sorry, but this request will not be possible at this stage. Equipment has already been fabricated and shipped. Please confirm these changes and we will give an additional offer "
7. Provide information that are ‘double confirmed’
All information you give must be affirmed and double checked.
Before giving any advice make sure that you, yourself have tried it or it was asserted by the QA or a Senior personnel of the company you are representing.
If in doubt, ask!
Like giving links. You need to try the link and check if this is indeed, going to the IOM document.
If you are offering a contact person, be sure the number connects directly to the right support with correct country & area code.
Remember: Even if you CAN’T give client’s what they want, you CAN still write a message that will help make your customer feel valued & heard.
 |
| Photo: henry chilcott |
So as the year ends, I am sharing these tips. Please note that I am not telling you to change how you write your e-mails, but rather to get some insights from you and maybe help each other in the process.
So, let me know what you think and please feel free to comment on my mistakes and grammar, because I need it.
1. Smile.
 |
| Photo: nour ammar |
To start with a positive mindset, put a smile in your face.
This will resonate loudly on your words and into your e-mails.
2. Shift your thinking from Complaint to Concern.
 |
| Photo: Linda Silva Palleschi |
Begin your e-mail with a pleasing note to show that you are a caring and helpful person, like:
“Thank you for your e-mail"
“… for writing to us about your concern”
“… for letting me/us know”
“… for the opportunity to share information about . . ."
“It has been our utmost priority to give integrity to our products and service and we value our clients in these concerns.”
Use words like ‘thank you’, ‘we appreciate’, ‘grateful’, ‘value’ and ‘happy’.
Even though you cannot change the situation, this will help make your customer feel valued & heard.
Avoid any language that characterizes your reader as a complainer. Even if he or she uses
the words "complaint" or "complain," do not include those words in your response.
Instead, use neutral terms such as "letter," "concern," "inquiry," and "situation."
3. Be intimate and personal on your e-mail.
 |
| Photo: stavos |
To show respect and approval, greet the reader by name (not Dear Sir/Madame).
As Dale Carnegie put it,
"Remember that a person’s name is to that person the sweetest and most important sound in any language"To avoid aggravation on unclear gender based on names, you need to distant yourself on using Sir or Madame. Calling a lady client a Sir, or a male client a Ma’am, is very upsetting.
Example of confusing names that I have met:
a. ***-Hyoung Kim (Male)
b. ***kyung Kim (Female)
c. Sae *** Park (Male)
d. Na *** Park (Female)
e. Nguyen *** Toan (Male)
f. Nguyen *** Nhung (Female)
Also, respond specifically on what the client asks.
What I usually do is to copy paste client’s whole sentences on his/her e-mail and respond to every sentences of it.
You will then re-write and review carefully to make sure that your words engage on your client’s situation.
Also be sensitive on the country they came from. Use Pak for Indonesians or –san for Japan clients. If you can, tell Good Morning in their own language.
“안녕하세요”
“お早うございます”
“早上好”
“Selamat Pagi”
“குட் மார்னிங்”
“Magandang Umaga”
It does not hurt if you ask them about the weather or an occurring holidays, they will applaud you on taking the time.
4. Provide information immediately to alleviate their concern/complaint.
 |
| Photo: Jamie Frith |
You should have a maximum delay of response of 1 week. If you cannot give a proper answer within one week, let them know that you are taking action on it and will reply as soon as possible.
Use sentences like:
If you need more time, “We are taking action on this concern, we will send our review on _____ / as quickly as possible.”
If you need to turn-over this complaint, “We deem to escalate this case and your email to our senior management for review and response, will keep you informed on your escalated case status as soon as I get an update.”
If you need to close this, “This is an isolated case, we cannot conclude that the heater we supplied is the same as _____ even if we have _____. We do not envisage any modification/replacement for _____”
or “The equipment is no longer under warranty, ______ can give support to the commissioning activities and booked the suitable engineer for your mobilization period.”
Offer yourself or another person on your team as a contact. Even if there is nothing you can do, giving follow-up contact information helps your reader feel connected and not isolated.
Close your message with a sentence like one of these:
"If you need further information, please call me at __________ or email __________"
"Please feel free to call our Sales at _________."
Yes, certain people may abuse that information, but most will simply be grateful to know you are available.
5. Be valiant on your words of empathy
 |
| Photo: Norman Peters |
Include statements like:
"We understand and regret,"
"We are sorry about the situation,"
"I wish I could offer,"
"I understand that this response is not what you had hoped for."
An apology does not mean that you make the concern your responsibility.
It just means that you are with them and you are extending your apologies that the situation exists and you regret that it has come to this.
6. Do not accuse
 |
| Photo: Guy J. Sagi |
It is in our nature to always or be in the defense side. There is nothing wrong with that, but it always depends on the use of words.
Criticize the circumstances not the person. When giving your disapprobation, avoid using word ‘you’.
Notice on how I use ‘you’ on this e-mail. Using you will make your reader be engaged and feel what you are personifying.
This is the same as adding 'you' on a complaint/concern e-mail. The reader will give him/her distress and confusion by feeling directed on your e-mail.
Instead of "If you had purchased ___, it should have not come to this”,
write, "Unfortunately, this requirement was not part of our supply/offer/policy, please let us know if your good office will confirm this item and we will provide an offer"
Instead of "You should have told us earlier that you wanted this, it’s too late now."
say, "I am regretably sorry, but this request will not be possible at this stage. Equipment has already been fabricated and shipped. Please confirm these changes and we will give an additional offer "
7. Provide information that are ‘double confirmed’
 |
| Photo: Vimrod |
All information you give must be affirmed and double checked.
Before giving any advice make sure that you, yourself have tried it or it was asserted by the QA or a Senior personnel of the company you are representing.
If in doubt, ask!
Like giving links. You need to try the link and check if this is indeed, going to the IOM document.
If you are offering a contact person, be sure the number connects directly to the right support with correct country & area code.
Remember: Even if you CAN’T give client’s what they want, you CAN still write a message that will help make your customer feel valued & heard.
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