THE IMPORTANCE OF THE MANAGEMENT OF THE EMAIL
This week, 26-5-99, we have an article about the management of the email. This work can be tedious and with these advices we will be more efficient at the time of handling the email.
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Article: THE IMPORTANCE OF THE MANAGEMENT OF THE EMAIL.
For Francisco Segura, manager of
The handling of the daily email can take a lot of time to us or can be more 'automatic' if we organize ourselves well.
It is suitable to have in your mail program different folders with the messages organized by topics, thus you can gain access easily for later reference.
Let's have for example a folder of ‘MODELS‘ for the daily tasks where you have the "messages type" that you use repeatedly, thus when you have to answer some question that you have already answered other times you do not have any more that to do a copy of this message and to change the necessary thing for the new recipient to him, or we can use to copy and to stick and then to modify what is necessary.
It is not convenient to have many messages in the salver of entry or In-Box. let's read them and let's file them in his corresponding folder, leaving in the In-Box only what remains hanging.
Let's try to answer all our messages in 24h. And if we cannot, let's send a message to say to the client that we are trying to solve his question and that we will contact him as soon as possible. To answer rapidly gives credibility. Many clients will turn out to be pleasantly surprise when they obtain rapid answer, the same day if it can be, since most of your competition will not do it. As soon as possible let's answer to our clients to close to his orders, you ask that etc. more trusting they will feel and more our business will grow. This can seem obvious, but many companies do not do it and it is the most important. In an economy of so many competition and of products and so similar prices, it is in the attention to the client where many companies fail and where we can stand out of our competitors.
We are organized and let's give a good service to the client. Our sales will increase. Undoubtedly.
It is suitable to fix the size of line of our program of email to approximately 70 characters for the projecting mail since there are the people who has monitors to 640x480. This does that if they have a program of mail that does not fit well the lines, our message will remain difficult to read since the lines will remain divided. This makes difficult our mission that is that our message is well-read.
He tries to personalize your answers the possible maximum thing, as you would do in the ordinary mail. To say ‘Dear client’ or to say ‘Dear Mr. Pérez’ changes very much and the client feels better agreement. This does our much more powerful, more personal message.
Often we will receive references across email, that is to say information requests, and these will be very vague, without name, company etc. Only a plain message such as: ' Send to me information’. Nevertheless for us this is a person who has showed interest in our product / service. We have then that to send to him a message being grateful to him for his interest and describing our product / service.
We have to go taken care on having put the Internet addresses in the email since we are interested in that they are active so that the client goes straight to our web. First for serviceability for him, and second because there are the people who cannot make ‘copy and stick’. Let's always remember of doing the things for excess and not for defect. Let's not put a point after the direction http since that will do that it is not active in any mail programs. Let's put the separated point a space of the direction.
Big part of our service of attention will do to the client across email. It does not import it well that we do it since we are always going to have a certain percentage of complaints because we will be able to commit some error. This is not the important thing since in any business any error is always committed and complaints or returns are obtained. The important thing is how we handle the complaints so that they do not affect the profitability of our business. Let's remember that a satisfied client will say it to two or three acquaintances, but the unsatisfied one will say it to ten acquaintances.
Let's explain our return norms (if it is a product) in our web and in our communications for email. Let's make easy for the client to return the product if he is not satisfied or is not what the estaba looking. Let's be grateful that they find entrusted in us and let's say to them that we feel that our product is not for what they were looking. If we handle correctly the returns it is verified that they will buy to us other products again.
Many people take the complaints as personal insults. This is a wrong attitude. The clients cannot have understood what you were offering them or for any reason the product does not fit in what they were waiting. If we are rapid in the return and polite, we will gain ourselves his respect and confidence.
Let's answer quickly the complaints. The more rapid let's answer, the more we will be perceived like that we worry for our clients. Let's do what is possible (inside the reasonable thing) for having the happy client. Sometimes even it will have us to lose money, but the business is like that. It is verified as per statistics that the majority of the clients who return a product, if one proceeds them with the return correctly, will buy something of our business again.
Manager of http://www.internetmarketingtest.com.
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