Chronicles
February 2007

Marketing Tip From Oxygen

Tone in e-mail -- how you say, what you say -- is so important that an inappropriate tone can cause a reader to ignore, delete or overreact to your message. All business e-mail writers must be able to control the tone of their writing so their e-mail messages will have the results they intend.

Most e-mail writers don't review their messages as carefully as they should. When they do review messages before sending, they're looking at the content, not the tone. The best advice in setting the tone for your business e-mail is to write in a tone that is closest to the way you would speak to your reader in person.

A Fresh Approach to Internet Marketing

Handeling customers complaints
When people find that their or others' complaints are not met, they will get even in any way they can. This could be to come in and yell where others can hear them, delay paying or not paying, telling others their side but not the seller's side, of the problem, story, etc.

There are many ways to handle complaints. The first thing is to let them know that not only are you listening to them, you are writing down what they are saying as they are saying it because they see you do it, and that you want them to repeat the complaint several times so you know you have it right. It may be that calling you makes them feel that they are an important customer even if you don't think so.

While disgruntled customers may not fit this term, certainly complainers are often called “customers from hell.” Customers from hell are those that do not come in but tell hundreds of others that you are a vendor from hell. When that happens you may both meet in the same place.
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