Copyright 2004 Richard Grady
When dealing with
people/businesses on the Internet, it
will benefit you to remember the following tips. They are
all based on my own experiences but I am sure they apply to
every online business:
1. When replying to emails, include a copy of any previous
emails, don't just send a new one. I can receive 50 emails
a day that need a reply and I simply cannot remember every
single 'conversation' with every single person.
2. If you have a problem/complaint, then of course, email
for assistance. But be polite - don't start off with an
abusive email (you can send that later on if you don't get
the help you require!).
3. Simple words like 'please' and 'thank-you' take a
second to type and mean so much. If you want someone to
give you free advice, then use these words - you are more
likely to get what you want.
4. If someone takes the time to give you free advice, then
take the time to thank them. I get emails everyday asking
for assistance on all manner of topics - selling on eBay,
buying from wholesalers, setting up a website etc. I don't
get paid for giving my advice and it is amazing how many
people can't even be bothered to say 'thank-you' after I
have helped them.
5. Allow 24 hours for a response to your email before
sending a second one chasing a reply. Not every business
has 24 hour email support. For example, I reply to most
emails within 2 hours but I do have to sleep and sometimes
I even turn my PC off for a few hours!
6. Remember that the email system is not 100% reliable -
sometimes emails just don't make it to the recipient. If
someone says 'I didn't receive your email', they may well
be telling the truth, so give them a second chance before
losing your cool.
7. And finally, if your enquiry relates to a particular
product always include details of which product you are
referring to. For example, I sell over 20 different
digital products from 7 websites but regularly get emails
that simply state 'I have paid for my eBook but didn't get
it'. Which eBook? How did you pay? What is your name?
When did you buy it? What email address did you use when
you made the purchase? C'mon, gimme a clue!
If you run a web business, I am sure the above points will
hit home. If you don't run a web business, please bear
them in mind for when you are dealing with someone that
Richard Grady has been helping ordinary people earn online
since 1998. He writes a free newsletter which is published
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