Image generated by Google Gemini AI
Customer service is the most critical aspect of business. However, long-recognized manners and communication skills developed over generations and passed down to Baby Boomers and their Gen X children are being summarily modified, rewritten, and often ignored by the new generations of Millennials and Gen Z.
It is still true that the key to standing out is not just in what you sell, but in how you make people feel. Good communication, whether they are browsing your website, receiving your emails, or walking through your store doors, is a huge factor.
How do you and your staff greet customers? How do you address and end your business emails? How do you respond to questions?
As Baby Boomers (ages 61 to 79) and Gen Xers (ages 45 to 62) begin aging out of the workforce, more responsibilities are being delegated to Millennials (ages 29 to 46) and Gen Zers (ages 13 to 28). Both Millennials and, especially, Gen Zers grew up in an era dominated by computers and the age of texting, online relationships, and instantaneous responses. The skills for personal interactions and the long-established standards of manners, courtesy, and etiquette were not compatible with the world of computer shorthand and Twitter posts, which are restricted to 45 characters.
However, for Boomers and Gen Xers, manners were considered pillars of social etiquette. For instance, placing your napkin on your lap before eating and knowing which fork to use is very important. At group business breakfasts and lunches, it is more common for younger attendees to be unfamiliar with the elements of a formal table setting (where the bread plate and butter knife are typically placed on the left side of the dinner plate, and drink glasses are placed on the right side), and as such, they often use the wrong plate or water glass, upsetting the flow of the entire table.
Once a cornerstone of polite society, the handwritten thank-you note has become increasingly rare. While older generations view it as a necessary expression of gratitude, Gen Zers may find a text message more suitable for the informal nature of their communication style. All too often, recipients provide no acknowledgment at all, leading gift givers to wonder if it was received or appreciated at all.
When letter writing was the primary form of written correspondence, addressing the recipient with respect and concluding the letter with a polite salutation was considered proper etiquette. Using correct grammar and punctuation in written communication was considered essential, as it indicated that the writer was both educated and took care to convey the tone and subject of the letter effectively.
Email technology has replaced “snail mail” as the primary means of business communication. This is both good and bad. It has allowed for faster communication and the resolution of issues, but has also contributed to a more informal tone that is often perceived as rude and unprofessional.
Today, texting and email communication often adopt an informal tone, with emojis, abbreviations, and slang taking center stage.
Instead of addressing the recipient by their surname in an introductory email, the assumption of first-name familiarity has become standard. In addition, the use of emojis and abbreviations has become a growing trend, whereby “kind regards” becomes “KR” or “BR”, and they may eliminate pesky vowels and the adjective in “yours truly” to become “yrs”.
There are those who pare it down to the absolute minimum, signing off with simply their name or even just the initial letter of their forename. Others might omit a sign-off altogether.
The biggest problem with business email communication is the potential for misinterpretation and misunderstandings due to the lack of non-verbal cues, such as tone of voice and body language. This can lead to damaged professional relationships, confusion, and even lost opportunities. Additionally, poorly written emails with vague subject lines, unprofessional tone, or grammatical errors can negatively reflect on the sender and their organization.
Here’s a more detailed breakdown:
- Lack of Non-Verbal Cues: Email lacks the nuances of tone and body language, making it challenging to convey the intended message and potentially leading to misinterpretations.
- Unclear or Vague Subject Lines: Poorly written subject lines can cause recipients to overlook or ignore emails, especially in a busy inbox.
- Unprofessional Tone and Language: Using casual language, slang, or a sarcastic tone in business emails can be perceived as unprofessional and lead to negative impressions.
- Poorly Written Content: Long paragraphs, run-on sentences, and a lack of clarity can make emails difficult to understand, leading to confusion.
- Inadequate Analytics: Lack of analytics on email performance can leave communicators in the dark about how well their messages are being received and understood.
Creating good customer communication is a constant battle. However, with artificial intelligence (AI) programs such as Grammarly, Microsoft CoPilot, and Google Gemini, writing correspondence with proper grammar, spelling, punctuation, and etiquette has never been easier.
At Business Finance Corporation (BFC), we believe that effective communication is also crucial in balancing your accounts receivable with cash needs. We can assist clients with immediate cash in addition to providing courteous, professional invoice verification and collection services. Call 702-947-3800 or go to https://bfc.vegas/, to qualify your business.
Your Partner in Success,
David Cabral