Don’t Email Us… We’ll Email You.
Posted by Drew Miller on December 22nd, 2008
Here’s a scenario: Your boss emails you something important that requires your immediate response. Instead of just hitting “reply” and typing away, you must respond using a special email address designated for their inbound messages. Sound crazy? It is!
Unfortunately, companies use this same mentality when they send email to their customers every day. Instead of simplifying the process and making themselves more accessible, they are essentially closing the door on customer satisfaction.
Here are some real inbox examples popular companies are currently using:
1. “Please do not reply to this email.”
Translation: We REALLY don’t want you to click “reply” – so much so that we have put this message in bold.
2. “QUESTIONS? We’d like to hear from you, but we’re unable to answer messages sent to this address.”
Translation: You’ve got a great personality, but you just aren’t pretty enough.
3. “CONTACT US – Please do not reply to this e-mail as we are not able to respond to messages sent to this e-mail address.”
Translation: Any message sent by our customers will be completely ignored.
Some companies give an alternate email address for customer replies, but since most of these are buried at the footer in small font, there is a high probability that it wont even be read. So what happens to those folks who hit reply? Their email is headed straight for an ignored email “inbox” – or worse – bounced back to them. How’s that for customer service?
It’s a great privilege to be given permission to send marketing messages to your customers who want to hear from you. Shouldn’t you keep your door open for them too?
