When you provide consulting, research, and training services like we do, you meet a variety of people, and many of them are new individuals to work with even if they are in organizations you’ve worked with for years.
When I meet the new customer or they meet me for the first time, it’s easy to form a quick opinion about each other. Much of the opinion is based on the first few interactions that we have, and often – in today’s world – those first few interactions are via e-mail.
And while my opinion may change down the road, usually the first impression tells much of the story. So here are some aspects of my e-mail interactions with customers that suggest I’m going to enjoy working with them:
- They respond to e-mails quickly, typically in less than a half-day.
- They are specific in their e-mail without being too lengthy.
- They tell me what they’ll do and by when.
- Their messages present organized and clear thoughts.
- There is an intent to answer my question or address the point I explained in my e-mail.
- They use a personal greeting and a personal closing with contact information.
- There’s enough informality to show part of their personality, and usually a little enthusiasm!
People like to like the people with whom they work. That’s part of the reason I’m in this business – because most people who are serving others or trying to retain customers are genuinely nice people.
Even if it’s a simple e-mail response, communicate in a way that the other person can tell that they will enjoy working with you.