Posts Tagged ‘knowledge blindness’

How not to write an email

Don’t you just love all the emails you get that say…

Please do not reply to this email. This e-mail has been sent to you automatically and is not capable of handling responses.

… without giving you a selection of addresses to reply to? Or, without actively asking for feedback, questions, any other way we can be of help?

It’s another example of Knowledge Blindness, plus the lack of a customer mindset.

What’s the big deal? After all, the one that sparked this was only an email confirming the sign-up of my iPad and my iPhone on Optimum Online’s wonderful WiFi hotspot network, an amazing partnership with TimeWarner and others to bring free WiFi hotspots to their customers.

I’ll bet you are doing the equivalent, in many other ways, in other media — missing opportunities to serve the customer, falling into unfriendly, perfunctory formality. I’m sure I am. I just haven’t found them all — yet. But I keep looking. Are you? Take a look. If you can’t find one a day for the next two weeks, you’re either not looking, have a really bad case of Knowledge Blindness or I should be taking lessons from YOU.

  • Where are you missing opportunities to:  
    • Ask for specific suggestions
    • Tell people how to reach you (without looking it up or even clicking)
    • Ask for feedback
    • Give them a tip
  • Did you send out any communications without surprising the recipient with something unexpectedly, remarkably beneficial to THEM?
  • Did you send out any mundane communications that contributed to their boredom?
  • Did you think for a moment that you’re contacting a friend, and while you’re at it, it would be nice to…

Whoops, I almost missed an opportunity:

If you have any comments, questions or suggestions that you want to communicate privately, my private email is: grs at mnav dot com. Any other comments, let’s hear them below.