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Education

Manners matter in email resolved, it generally takes a while for
the emotions created and the overall
By Jeff Fortney negativity fostered by an angry email
Clearent LLC to fade.

W e all have a basic routine that we follow on workdays. For me, Email is a key component of every
after refilling my coffee cup, it's logging into my email and read- independent sales agent's or inde-
ing the emails I received overnight. On a normal day, I wake up pendent sales office's toolbox. It can
to as many as 50 new emails. be used as a powerful retention tool
and is a great way to stay in front of
These range from responses to emails I sent, to random marketing pieces. customers and prospects. It's also a
Sometimes I find informative emails I registered to receive (there are a lot bonding tool that can be used to help
of great sources for industry information out there) or they may be updates build rapport. In addition, it can be
about various systems and reports. In almost all cases, I review the content and used to address issues, request infor-
address any questions or concerns that are raised. mation or tackle any other use that
does not require a conversation.
It's not an arduous task, but one that is important. One or two messages are
always important, and an immediate response can either diffuse a situation or Mistakes to avoid
improve the odds of a merchant signing with one of our partners.
Even so, it may be the most dangerous
This morning, as I was going through my email, I realized both the power tool in your toolbox. Like the skilled
and the danger email can generate. I was copied on an email that was filled carpenter will say about a power saw,
with criticism and laced with anger and sarcasm (at least with what I hope was you must be fully conscious of your
sarcasm). Whether the anger was justified or not, my first thought was not the actions or you could lose a finger.
issue being addressed, but the consequences of the email. Even after an issue is
You may not lose a digit with emails,
but if you're not careful, you could
lose a deal, a merchant could leave or
you could severely damage a partner-
ship. And it doesn't take much to ac-
complish all three.

Here are common errors made when
dealing with emails that must be
avoided:

• Replying and forwarding
emails without reading the
whole stream

• Sending an email to the wrong
person

• Composing an email in anger

• Failing to check for spelling er-
rors and grammar issues

• Using email as a replacement
for a conversation

• Shooting off a "rapid fire" re-
sponse without fully under-
standing the issues at hand

• Ignoring an email or not re-
sponding when a response is
warranted

Five tips for effective emails

Luckily, all these can be avoided by
following these simple practices
when dealing with email.

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