- This course will outline email etiquette that follows the Jim Ellis Family "Gold Standard" for customer and employee communication. By doing so you will be perceived as a consummate professional readily able to attend to the needs of your customers.
- In the age of the Internet, you might find yourself clicking “reply,” typing up a quick response, and hitting “send” without giving so much as a thought about what you’ve just written. Remember -
- YOUR email behavior has the potential to sabotage your reputation.
- This course will give you the tools and knowledge to achieve the "Gold Standard" expected from ALL Jim Ellis employees when talking to other employees as well as customers/guests.
Email and You!
Managing Your Email
- Jim Ellis is a business and our primary means of communication is through email.
- Check Email Everyday!
- READ your email! Don't skim!
- After 60 days Health Benefits are available. Do not miss your chance to get Health Insurance because you didn't read your email!!
- By not reading an email from a fellow employee, you undermine the open communication we strive for at Jim Ellis. Not to mention, it's just RUDE!
- Some people delete everything after they read it, some never delete anything! There should be a balance. A message that says the gas pump is down on our Chamblee campus, followed up by a “it’s back working” shortly thereafter…most definitely can be deleted. But an email from the training department providing your logins and passwords (as an example) is an email you want to keep.
- Use good judgment in deleting your emails.
You receive an email from the Human Resources Department about your health benefits. Should these be deleted?
- Do not assume the person receiving your e-mail knows who you are or remembers meeting you.
- If you are uncertain whether the recipient recognizes your e-mail address or name, include a simple reminder of who you are in relation to the person you are reaching out to.
Which introductions are appropriate?
- Dear Mr. Smith,
- Yo, what's up bro?
- Hey Dude!!!
- Good Morning Tom,
Which words or sentences are NOT appropriate?
- I need to talk to you right away!!!!!!!!!!!!! Answer soon!!!!
- I was hoping we could set up a meeting soon.
- Thanks ;-)~
- wh47'5 up dud3? l337
- I look forward to talking to you again.
- UR Gr8 Man, Thanks!!!
- WHEN IS THE PART FOR THAT MASERATI COMING IN?
- Do you have a status on the project for Mr. Ellis?
- we will have to meet jodie at the chamblee campus with henry.
- Somene was supoded to do that
Subject Lines & SPAM
- Avoid subject lines that are in all caps, all lower case, and those that include URLs and exclamation points – which tend to look like Spam to the recipient.
- ALWAYS include a subject line; otherwise you increase the potential of having your email go to a SPAM or junk mail folder.
- Never open an old email, hit Reply, and send a message that has nothing to do with the previous one. This is the time to start a new email…when the subject changes
- Occasionally emails make it to your SPAM folder. Check It!
Rank these items in the order of quickest way to get in touch with a customer or employee. (Fastest on top, slowest on the bottom)
- Picking up the phone and calling.
- Sending a text message.
- Sending an email.
- Writing a letter and mailing it.
Perception is Everything
- Every email you send adds to, or detracts from, your reputation. If your email is scattered, disorganized, and filled with mistakes; the recipient will be inclined to think of you as a scattered, careless, and a disorganized person.
- Other people's opinions matter in the professional world. Their perception of you will be critical to your success.