Creating a service culture at your company can be as simple as the choice of words you use. When customers reach out to you they are coming with an existing mindset and expectations. You can help customers expect success during that initial contact. This will set the stage for a more pleasant interaction and customer experience.
While researching some services the other day, I came across a website which prominently featured the company’s email address. Clearly, they want me to contact them.
The email address was: [email protected]
What can your company learn about this simple email address?
Notice that the email wasn’t “contact” or “sales” or “info.” It was “delight.”
Delighting someone doesn’t have the negative baggage of some other words. In addition, it frames the experience the way you hope it would be.
When you want to contact this company, you are immediately presented with a word that sets your expectations in a positive way. By simply typing the email address, you come to expect a great response.
Second, this email address, while not referencing a specific person, is very personable and more approachable than a generic “support” or “contact” type of address that is so standard across the web.
The wording makes an emotional connection with the customer. The wording is what the customer wants to be: delighted.
Think about how the employees answering and acting as “delight” must feel.
The email address is a constant reminder of what they should be doing for the customer. It helps squash negative tones and responses. It helps employees do all they can to deliver for the customer.
Labels and choice of words are so powerful. Even your email address can change the course of customer interactions.
What is your email address? Is it creating a service culture you want for your business? Does it delight customers?