#81 The Importance of Emails - Tonality & Emojis
Using emails and emojis in your business is inherently risky and it’s something business owners don’t often think of, particularly around risk mitigation.
In this episode, I’ll share with you the inherent risks associated with emails and emojis, why it’s important to consider them, and what you need to consider in order to minimise your risk.
I’ll take you through the risk that digital communications present when using them for quotes or confirming the scope of your services, and how clear systems and processes help minimise this risk.
Knowing when to move communication from Instagram DM’s or Facebook Messenger into a phone call or email is vital, and ensuring your team is clear on this as well, provides excellent protection. We also discuss interpretations and intentions of emojis, particularly when you’re setting expectations for a new client.
I’ll run you through my top tips on how to use digital communications holistically to ensure you’re set up for long-term success. By thinking about your processes and systems and the how, when and what you communicate, you create positive client experiences and ensure your reputation is protected.
TOPICS DISCUSSED AND WHERE TO FIND THEM:
[00:29]: In this episode, we discuss the inherent risks associated with emails and emojis, why it’s important to consider them and what you should be thinking about to minimise your risk.
[00:57]: Email is becoming the primary means of communication in businesses, however, we need to be careful how we’re using it.
[2:00]: When providing quotes or confirming scope, there is a significant risk around misrepresentation and refund requests. Defining clear systems and processes around these enquiries are really important.
[3:07]: Stay away from DM’s, Facebook Messenger, and text messages for key communications. Be very clear where the line is between answering questions and making promises (ie. representations).
[4:32]: Terms and conditions, as well as taking conversations into email and phone calls provide the best protection.
[5:18]: Have a clear structure and process for when communications need to move into an email or telephone call.
[5:50]: Set up clear systems and processes around email saving and archiving. Email is your friend when used correctly.
[6:54]: Interpretations of emojis and the intention behind the emoji, particularly when you’re setting expectations for a new client, is really important. Emojis can be interpreted as guarantees and promises or may be misinterpreted, which is risky.
[9:42]: You need to think holistically about how you use communication and emojis to set yourself up for long term success. My tips to ensure this are:
#1 Good systems and processes. A communication guide or brand bible is ideal.
#2 Ensure systems and processes are implemented right from the start
[13:30]: These steps are key to positive client experiences, an excellent reputation, and seeing our businesses up for long term success.
LINKS:
Check out my course Getting Paid Made Easy here
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