It's how you say it

Nov
19
2004

I just got an email "receipt" from a company we use for email autoresponders. This is a company that spends a great deal of time talking about the impact of following up with customers, the power of email newsletters, etc.

Yet, this message came across as entirely arrogant. Not because it was about anything particularly controversial. After all, we use the service and the monthly bill is entirely routine. However, the tone of the message is just like fingernails on a chalkboard.

See, rather than sending an actual receipt with a note indicating that the credit card on file has been billed, they had this excited tone and informed us that our credit card had been sucessfully processed and informed us that there were no problems taking our money.

Basically, it revealed their glee at being able to take our money. All in all, the wrong tone to take with a receipt. Imagine if the wait staff at your favorite restaurant came back to the table with your reciept grinning ear to ear, loudly proclaiming her excitement that your credit card went through and wasn't declined. Pretty tacky.

In short, the tone of the message can be just as important as the message itself.

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Comments on this post

Feedback is always welcome. Read some from other folks or leave your own below. Just keep things civil and remember that what you post lives on in public. Forever.

Thanks,
J

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