I have a confession to make. My tip TWO from last week’s Chip off the Block is more difficult to implement than I expected.
YES I really do all the things I tell you are important!
Deleting the extraneous security notifications before sending a reply or forwarding on an email is important. To the profession (and personal) look and feel of our communication with customers.
Like doing a back bend, my experience is it’s not something you can do without being prepared – every time you’re in your inbox.
I have found my brain is already thinking of the message I want to send NOT about the subject line.
Here is the key for me – always edit the subject line!
Yup every single time I either reply or forward an email I’m making modifications to the subject line. That way it can become habit, vs. always having to look to see if there are extraneous security items.
Like what?
Here are some sample things that I’m using to replace the RE: or FW:
* Answer:
* Additional Question:
* FYI (if they don’t need to take action)
* Help:
* Request:
It is the difference between a customer receiving
Subject: RE: [External]RE: [Ext] RE: Request Number Generated: INC000029124
or
Subject: Thank You: Request Number Generated: INC000029124
You get the idea!
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