Time is important in responding to emails. If you find yourself angry, take time to cool off. Never email angry! Read and reread the email if possible – not only does this give you valuable time to think over a reply (and calm down), but rereading the email might tell you something you’ve missed, and perhaps more insight into what the problem is. Many times I’ve drafted a reply, only to reread the original email and realize I’ve missed an important detail, or solved the wrong problem. Reread and be sure!
People are used to impersonal companies on the Internet, so two things that go a long way to improving attitudes are promptness and the personal touch. Not all emails can be personal, but if you think a customer needs specific help, it can make all the difference. Many times I’ve had customers email me the second time in a completely different tone (and some apologizing) because I didn’t reply in their angry manner.
Likewise, customers have commented on getting a reply in a day (or less), and mentioned that some companies take two or three days. Because email is a quick medium, people expect quick responses, so don’t be surprised if a single day goes by and you get a second email asking about the first. Avoid this and any other tensions by emailing everyone back quickly, and checking your email often.
Ultimately, dealing with bad emails is only a small part of the job. But it’s those bad ones that can stand head and shoulders above the many good ones. Treat your customers with respect, and they will respect you. Treat them even better when they’ve had a bad day, and they’ll love you – or at least think much better of you than they could have!
