E-mail is faster than a dunning notice or a collection letter. It
is less intrusive than a collection phone call, and requires fewer
steps than sending a Fax. Using e-mail, language barriers and time
zone differences are less of an obstacle to communication with a
delinquent customer, but even with the best of intentions, misunderstandings
will occur. Here are some tips to reduce the likelihood of misunderstandings,
and help ensure that your e-mail messages are read and understood.
If you expect the same courtesy from others, try to reply to
e-mail messages received the same working day, and if that is not
possible then within 24 hours.
E-mail messages should always be concise, and to the point.
If you're asking the customer or the salesperson to take some
action, such as calling you, don't forget to say "please".
Good manners cost nothing.
Abbreviation use/abuse in e-mail messages is rampant. Only use
abbreviations that are already common in your line of business
[For example: FYI, DSO, A/P, POD and COD].
Always include a meaningful subject line in your message. The
subject line is sometimes the only clue the recipient has about
the contents of the message and its importance.
Include your title and company name at the end of the e mail
Use proper spelling, grammar & punctuation in your messages.
Just like you should not invite people to attend meetings that
don't need to be there, don't send copies of e-mails to people
that do not need to read them.
Remember that there is no such thing as a private e-mail. Always
write e-mail messages as though you were going to have to read
them in open Court. Never use the e-mail to disseminate confidential
Two final thoughts
1. The good news about e-mails is that the message arrives seconds
after it is sent. The bad news is that if you send an inappropriate
or erroneous message, there is no practical way of retrieving it.
Therefore, carefully consider the text, the tone, and the content
of each message before sending it.
2. If you are inundated with e-mail messages, get two e-mail accounts. One
for routine correspondence, and a private e-mail address one for use by important
customers and other priority contacts. Check the general e-mail once or twice
a day, and the private e-mail system more frequently.