Email Tips: Increase Productivity and Valuable Time

When it comes to email in the workplace, did you know the #1 complaint is that there is just too much of it? When you think about it, probably 50% of the emails in your inbox are of low importance or of no importance. A good chunk of your valuable time and productivity is spent managing your emails. We also have to recognize that when you do write emails, misunderstandings can and do happen. So during those productive times when writing emails, here are some tips to consider.

Aside from following company policy and mandates, before you send an email to somebody’s very busy inbox, ask your self the questions . . . Is this an email that needs to be sent? Do they need to be CC’d on all of this information? Is the email of personal content and not business related? Is email the right medium for this type of communication or would it be more effective to pick up the phone or see them face to face?

When you do send an email, here are some tips:
Put the purpose of your email in the subject box. By doing this, the reader can quickly determine the priority and relevance of your email. It allows them to manage their time more efficiently. “Response required on project X” “Confirm specs by 3:00”. If the subject box says "FW: FW: FW: FW: and then the title" Well, that may merit an instant delete and absolute frustration and disrespect of one's time.

Start your email off with a personal or appropriate greeting then quickly get to the point with your stated objective. Be brief, clear, and polite.

If your email is a request for information and if you have more than 1 piece of information or perhaps multiple questions you need answered, consider using a numbered list; 1, 2, 3. The reader will clearly know there are 3 things they need to send back to you. It makes it easier for them to follow your instructions. It also makes it more likely they will send you all the information you need and save you the hassle of emailing back to remind them of something they may have forgotten to include.

With no tone of voice or body language to go with your message, recognize you may be at a bit of a disadvantage because you can only use words. Please have more focused concentration on the specific words you use. Without the sound or visual to go with the words, a phrase may mean something completely different when reading that phrase in an email. You don’t want to spark computer rage. Even something as simple as the phrase “From now on” may take on a completely different meaning if the tone isn’t there to accompany it. It may be considered a threat, a reprimand. Now to get around misinterpreting a phrase, some people use symbols or emoticons; little happy faces to denote happy in reading that sentence. Or, I’ve seen a series of colons, dashes, and parenthesis to denote happy or sad. Not everyone understands what these series of symbols mean. We also see abbreviations like lol (laugh out loud) or btw (by the way). I saw one the other day of JMO. Apparently it means just my opinion. Who knew? Never heard that one before. So please be aware not to confuse the reader.

Next tip. Never consider your emails to be private conversations. Employers may monitor email transmissions that have been initiated over corporate computer equipment. And please recognize, email messages can be used as legal evidence.

By now, most of us have learned through experience the importance of waiting 24 hours before responding to a heated email. And lastly, if you really want to make a point, or convey the severity of your words, don’t use CAPITAL LETTERS. First of all, it’s hard on our eyes to read in capitals. Yet if you have a series of words in capital letters, more so it may come across as you being very angry and out of control with your emotions. It’s like reading someone yelling. So if you need to have more impact, instead of capital letters, consider bold or italics.

Ahhhh emails. We complain about them but we just can’t seem to live without them. There is a purpose to email and we can be more effective in it’s use. So use these tips to free up your valuable time. Gain the energy of being productive at work rather than managing a workload of emails. I feel less stress just thinking about it. How about you?

LornaMcLaren
Effective Communication, Conflict Resolution, Stress Reduction
LornaMcLaren.com
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Brilliant Customer Service; the Spock and Serotonin Effect

Did you know that every time you perform a kind or considerate act, it automatically strengthens your immune system? It also stimulates production of serotonin in the brain. And the more serotonin you have, the better you feel. So, being nice to others is good for you, and it feels good? This sounds like a bit of a win-win to me. Yet it doesn't just stop there.

Equally exciting, is that the person receiving the kindness is going through the exact same thing. You are both experiencing increased happiness and stronger immune systems. What is also fascinating about this, is that people who witness the kindness, will also experience the same benefits of increased health and happiness. Talk about the ripple effect, I'm smiling just thinking about it.

How can you tap into these amazing benefits? You can do it every day at work by delivering brilliant customer service. It's brilliant because you light up your life and the lives of others as a result. It also happens to be brilliant for business. Feeling good has a direct impact on your productivity. So, we're happier, healthier, and more productive.

The art of communicating brilliant customer service is even more powerful when it comes to problems. This is good. Think about it, if you don't have problems to fix - you don't have a business. Business is all about solving problems for people and brilliant customer service is about doing it well so you, and your business prospers.

Have a sincere intent to be of service, pleasant, considerate, and understand how to communicate that from the start. There are some powerful foundational things to know when it comes to ensuring customer service success from first impressions, to building rapport, and problem solving. It's enlightening, empowering, and according to research, it's good for you.

So go out there and be brilliant. And in doing so, (to take the words from Spock, of the star ship Enterprise) you will 'live long and prosper'.

When Aproaching an Unsuspecting Customer, Recognize When NO really means "Back-off now, or you'll never see me again"

No can mean many things when uttered by a customer. Yet when it comes to the unsuspecting customer, be extra careful.

An unsuspecting customer is someone who didn't come to you, you approached them.

Now of course, the worst case scenario of this is with phone calls to your home, unsolicited intrusions into your inbox or that 'knock' on your front door. Granted, these are intrusive and hard to avoid yet at least we can have a smidgeon of control by call blocking, spam filters, and signs on our property. I'm talking about those times when you are out in public and someone 'approaches you'.

We know we can't avoid being advertised to or stop people from approaching us in public yet it can be done with an element of respect and consideration. An example of this are kiosks in airports. You are walking along to get to your flight, you see them, they see you, they approach you to promote their product - you can simply smile and shake your head No and walk on by. The sales person respects the unsuspecting customer's privacy and disinterest (in a product they weren't looking for in the first place) and the customer respects the sales person for not infringing on their request to be left alone.

Now, I have nothing against a sales person giving it another attempt - I respect that. Maybe your customer/communication skills and passion for your product can inspire the interest of the unsuspecting customer. If you don't have those skills or, if you're only out for self-interest, look out! You and the product you are representing may never have a chance with that customer again.

Here's an example of where it went horribly wrong.

Yesterday, I was racing around town catching up on 'all those errands' that just pile up. Really hot out there maneuvering through traffic as I go from bank to mailbox to dry cleaners to grocery store, all the while resenting how much time this eats up in my day. I dashed into a healthfood store - the last stop, grabbed the vitamin bottle and went directly to the cash registrar.

There was a Sales Rep for a new product lurking by the check-out counter holding brochures. I knew she was going to approach me and I could tell she was not keen in her 'job'. Not wanting to be bothered dealing with an unskilled, unmotivated 'sales person' while trapped with her at the till while my purchase goes through, I tried to avoid the 'inevitable pitch' and do it in a way that was respectful for all involved.

The 1st time she asked me to see her product, I simply said

"I appreciate it yet regrettably, I have absolutely no time today. Perhaps later, just not today. Thank you for understanding." I thought that was pretty direct in a polite way.

Sales Rep: "Oh, I thought you were someone who was interested in their health."

Although I was surprised by her comment, she was in her 60's, probably unskilled in understanding the effects of how she words things and I wanted to be polite.

"Perhaps another day. Please know at this time, I am on the verge of a headache and I've a very hectic day. I'm sure you can appreciate why now is not a good time for me."

The Sales Rep continued to push her product. Incredulous! Since I teach people how to communicate with diplomacy, I thought I'd practice a bit more of what I preach even though I could feel an insulting comment bubbling to the surface. So, I turned to face her directly, steadfast engagement with her eyes and a slow, even tone said . . .

"With all due respect to you, please know - without a doubt - that now, is not the time to promote your product to me."

If she had respected my wishes, and just let me go, perhaps next time in that store, I'd check out the new product yet no. She pushed again to show me her product.

I left that store knowing I would NEVER COME BACK.

Shame on:
- the company who hired a Rep with no customer service skills and no desire to learn them

- the Rep who ignored the customer's pleas for the self interest of 'making a sale'

- the store employee who witnessed and allowed a customer to be harassed by an outside Rep

When you approach an unsuspecting customer, listen to what they mean when they say NO. If not, when it comes to getting their business (add music here) You're never gonna get it. Never, ever gonna get it.

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