Likely from the very beginning of your company email played an important part. However, it isn’t until you’ve gained a few sales, or built up an online presence that the really interesting emails start pouring in. And if you want your company to grow successfully, those are the ones that especially need to be dealt with properly.
Customer support is the lifeblood of any company. An old statistic I heard is that if someone likes your company or product, they may tell about 12 people – but if they don’t like it, expect 18 people to be informed. Whether the numbers are accurate or not, we know ourselves that we’ll tell more people about bad service than good. So always keep this in mind when dealing with people: when a client has an attitude, you can speak your mind, but you’re winning the battle at the expense of losing the war.
This is very important to remember precisely because it is so easy to have bad experiences on the net. One major problem with emails is that the send button is too convenient: emails get written and sent first, and thought about later. Don’t be one of them. No matter how irate and bizarre the email is, you need to reply in a respectful manner. You can be firm when you need to be, but don’t antagonize or irritate.
