And the ONE Secret to Customer Service Emails That Actually Get Read…
Got your attention, didn’t I?
Love him or hate him, we all know the name Donald Trump for a reason.
Not the news. Not the huge buildings. Or the billions of dollars. Or the various TV game shows.
And not even the latest scandal or Twitter spelling error (though you’re getting closer.)
You know Trump’s name because he knows how to capture attention.
Even his opponents can’t stop talking about him, with their “Anyone Else 2020” stickers.
I’m not telling you to say controversial things in your customer service emails. Or to pick fights on Twitter.
Or even to make billions of dollars and get yourself elected president.
What I am saying is that without people’s attention, you become just… Anyone Else.
Take a look at your inbox right now. I’ll wait.
If you’re like me, there’s a lot of junk in there. Newsletters and mailing lists. Purchase confirmations. Marketing messages. Customer service replies.
It all blends together into a mess of nothing.
But certain things stand out. Anything surprising or controversial (see this subject line.) But also anything relevant or urgent.
If you email a company for help, you’re going to watch for their reply.
Emails from real people also stand out, whether it’s your mother or my customer service Filipino.
“Dear Mr./Ms. #CUSTOMERSLASTNAME$?*&” in the preview gets ignored.
So does “DISCLAIMER: You’re receiving this email because…”
“Hi Bob, good news about your account…” from the company you emailed stands out.
It’s important. It gets noticed.
And if the email isn’t garbage, it gets read.
Links are clicked. Calls to action are… acted upon.
Because you have their attention.
— Mark
P.S. This stuff isn’t luck. There IS a system to capture people’s attention.
There are rules. Heuristics. Best practices.
(Copywriters are in high demand for a reason.)
And customer service emails are just as important. Sometimes even more impactful.
Why? Because you have their attention!
Don’t let it go to waste.
Send me an email to see how I can help.
