Do you offend your customers?

Today, a channel account manager wanted to "reset" his partners. So, he sent us 5 email templates that he was going to use to light a fire under their you-know-whats. The first one was intended for Disengaged Partners.

"When we first started working together, you stated that you wanted to add value by expanding within your current client engagements -- primarily through additional services. Are you on track to reach that goal for 2017?"

What does he want them to say?

Is anybody else bugged by the word "stated". I checked the Thesaurus. I know that this guy was using it as a verb, but the Thesaurus offers adjectives as synonyms. Now think about it. When the partner was setting goals, do you really think that he would have used any of the synonyms to describe his commitment? Yet, that's the word that the manager chose to use.

Carole suggested that he send. "I was reflecting back to when we first started working together, and when I checked my notes, I had written down that you wanted to add value by expanding within your current client engagements -- primarily through additional services. Is that still the case? How is that going for you?"

Another client asked for help with this. “Hi Alice

As you know, Joe Blow scheduled a meeting for us. To make sure the meeting is not a waste of your time, can we jump on a call to discuss your preferred agenda and what you’re hoping to achieve?"

Carole suggested, "“Hi Alice

Looks like Joe Blow is putting us together in a meeting on 12/15. What did he share with you that made you agree to make the time? What are you hoping to get done?

This is just two examples from just one of our days.

Think about the number of emails and texts that you send vs the number of actual conversations that you have. What's the ratio? 10 to 1? 100 to 1?

What percentage of those communications:

  • tells your customer what you want them to remember?
  • accuses a customer of not following through?
  • or makes them feel bad about not performing as expected?
  • assumes that they want to talk to you?
  • suggests that you're smarter, or more aware than they are?

If you haven't read about how communication has changed, read this.

If you want examples of how to figure out the right words, read this. (Read the comments, too.)

If you want us to suggest edits for one of you emails, Send us an email.

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