Memoirs, fiction, personal blogs and love letters aside, emotions shouldn’t run high in your business content.
I’m talking about any type of customer communication.
Good business content can be evocative, poignant, and moving. But your personal state of mind should not cast a heavy blanket on your copy. It has no place there. It can do you harm.
Look at two hypothetical responses to a dissatisfied customer whose public comment about you or your company has you spitting nails:
Just plain obnoxious –
“You’re an idiot – and you’ve clearly no idea what you’re talking about.”
Dialed back and professional –
“We’re truly sorry you had a bad experience with our service. There must have been a misunderstanding, which we want to clear up. We’ll be in touch.”
If you write something when your emotions run high, sleep on it. Then come back to it so you can strip the missive of any anger or bitterness.
Make sure your business communication won’t be too hot to handle when it gets where it’s going.
© 2015 Margie Dana
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Thanks for reading. if you need a great business writer!