Article Check - Who's Answering Your Email?

A friend of mine had a complaint about the service at a local hotel. He visited the hotel’s website and wrote to the ‘feedback’ e-mail address provided.

One week later he got this reply:

‘Dear Mr ____,

Sorry, but I’m not the PR manager. For an effective complaint letter, I suggest you write directly to our General Manager. He’ll take immediate action. (Personally, I agree that the service here isn’t fantastic.) Please do not mention my name in the letter. Thank you.’

Obviously the General Manager had no idea who was answering the hotel e-mail, or how it was being answered! (He does now. I forwarded him the message, without the writer’s name.)

E-mail is just as important as a handwritten letter or a fax…only faster. Align your speed of response to the technology your customers are using.

Key Learning Point
-------------------------------------------------------------------------------- The 10 Building Blocks to a Becoming a Household Name
Do you struggle to attract and retain business? Do you yearn to be seen as an expert in the field? In an increasingly challenging market flooded with fierce competitors and extremely savvy consumea complaint about the service at a local hotel. He visited the hotel’s website and wrote to the ‘feedback’ e-mail address provided.

One week later he got this reply:

‘Dear Mr ____,

Sorry, but I’m not the PR manager. For an effective complaint letter, I suggest you write directly to our General Manager. He’ll take immediate action. (Personally, I agree that the service here isn’t fantastic.) Please do not mention my name in the letter. Thank you.’

Obviously the General Manager had no idea who was answering the hotel e-mail, or how it was being answered! (He does now. I forwarded him the message, without the writer’s name.)

E-mail is just as important as a handwritten letter or a fax…only faster. Align your speed of response to the technology your customers are using.

Key Learning Point
-------------------------------------------------------------------------------- Your EQ Skills Will Land You The Job Everytime
There was a time when all you needed to do to get that job was have the proper education and experience. Well that’s no longer the norm today. Human Resource specialists are well trained to look foer. For an effective complaint letter, I suggest you write directly to our General Manager. He’ll take immediate action. (Personally, I agree that the service here isn’t fantastic.) Please do not mention my name in the letter. Thank you.’

Obviously the General Manager had no idea who was answering the hotel e-mail, or how it was being answered! (He does now. I forwarded him the message, without the writer’s name.)

E-mail is just as important as a handwritten letter or a fax…only faster. Align your speed of response to the technology your customers are using.

Key Learning Point
-------------------------------------------------------------------------------- 10 Reasons to Follow-Up with Prospects
Each time you contact someone, you learn a little more about what they do, their hobbies, interests and other personal information. You should be making note of everything that is important to thatnk you.’

Obviously the General Manager had no idea who was answering the hotel e-mail, or how it was being answered! (He does now. I forwarded him the message, without the writer’s name.)

E-mail is just as important as a handwritten letter or a fax…only faster. Align your speed of response to the technology your customers are using.

Key Learning Point
-------------------------------------------------------------------------------- Are The Best Job Candidates Getting Away?
All firms of all sizes in all areas of business want the best candidates for the jobs they have available. However, in recent years, the employee-candidate paradigm has been reversed. Because of a a handwritten letter or a fax…only faster. Align your speed of response to the technology your customers are using.

Key Learning Point
--------------------------------------------------------------------------------
Customers will communicate in whatever manner is most convenient for them. Provide high quality response at every point of contact and reply.

Action Steps
--------------------------------------------------------------------------------
Ensure someone qualified answers all incoming e-mails. Have a standby in case that person is away. Impose a maximum response time of 24 hours, or sooner. E-mail doesn't wait!

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