Email Etiquette

1. Use a clear and concise subject line: The subject line should reflect the content of the email. It should also include the website and order number. This helps the clients understand the purpose of the email.

2. Start with a professional greeting and opening sentence.

Hi [First Name],

-Thank you for reaching out.

-Thank you for your call.

-Thank you again for your order.

3. Keep it concise and focused: Your emails should be clear and to the point. Avoid long, excessive paragraphs and unnecessary details. If you have multiple topics to address, separate paragraphs by topic and group ideas together. Avoid unnecessary spacing between individual sentences. You can also use numbered responses to address a list of client questions.

4. Use proper grammar and spelling: Proofread your email before sending it to ensure there are no grammatical errors or spelling mistakes. Use a professional tone and avoid informal language, abbreviations, or slang. This includes using correct product names and terms consistent with our branding and how they are listed on our websites. Please use single spacing between sentences to maintain consistency.

5. Be mindful of tone: Emails can sometimes be misinterpreted, so it's important to be intentional with the wording. Maintain a polite and respectful tone throughout the email and avoid using language that could be interpreted as aggressive or confrontational.

6. Provide context and background information: When necessary, provide relevant context or additional information to help the client understand the purpose of your email. It is extremely important to give clients clear messages and instructions. This will save you time and avoid confusion. Some Examples:

When walking clients through the ordering process be sure to include instructions for the proofing or design process.

• Letting rush orders know tracking will be available last minute due to their timeline
• When confirming a clients timeline let them know next steps. Ex. “proofs will be sent over shortly” “Proofs have now been sent” “Your order will now be sent to production and tracking will be sent over once it is available”.

7. Use a professional closing:

• Letting rush orders know tracking will be available last minute due to their timeline
• Please let me know if you have any other questions and I would be happy to help!
• Please let me know if I can help with anything else.
• Please let me know if you have any other questions!

9. Proofread and double-check attachments: Before sending your email, review the content one final time and make sure any attachments are correct and properly referenced in the body of the email. This helps you avoid any last-minute mistakes.

When drafting a response to a client email, be sure to reread the original message to ensure you have addressed all their questions or concerns and that nothing was missed.

This also includes checking the over the emails on the thread and be sure to CC or remove contacts as needed. Examples:

• Make sure that info is CC’d on everything thread, the client may not always “reply all”.
• If an email was forwarded over from the graphics team, once we have left them know it’s being handled, they no longer need to be on thread.
• If a client has replied to an automated email, that address can be removed and replaced with info@backdrop.com.

10. Follow up when necessary: If you don't receive a response within a reasonable time frame, it's appropriate to send a polite follow-up email to inquire about the status of your original message.

• I wanted to check in and see how your trade show plans were coming.
• I wanted to follow up and see if you have had a chance to review the information that I sent over.
• Once you have had a chance to review the information, please let me know if any changes need to be made.