When it comes to online communication, it’s just as important as offline communication, if not more important. Oftentimes when speaking to someone in an online atmosphere, they can take things the wrong way, simply because they cannot hear your voice or see your face. Because of this, it is vital that you get your message across right the first time because you might not get another chance, especially if you offend someone. Here are a few guidelines to follow when you are speaking to someone online; have it be through email or IM.

• It is typically considered rude and impolite to talk IN ALL CAPITAL LETTERS LIKE THIS. It is commonly referred to as shouting. Shouting = rude. Instead, you can emphasize words using bold or italics but if at all possible stay away from all caps.
•  Make sure you check your spelling and grammar before sending out emails and IMs. Most IM and email programs these days have a spell check function. Be sure to turn it on, this will allow you to look professional. It will also keep people from getting confused by sloppy typing. 
• Make sure when you send an email, that you use a signature file. Email programs and sites like Gmail and Hotmail have an option for this. It will allow you to “attach” it to the bottom of all your emails you send out. This email signature will contain your name, business name, phone number, URL, etc. Whatever you want. There are two points to this. First is to introduce who you are and possibly what you want. Second is to possibly promote your website or business. 
• Make your email subjects text as concise as possible. Keep it short and to the point.. Oftentimes when people read or receive an email that is incredibly long, especially when it comes to a partnership, sale, email sales letter or newsletter, if it’s too long, they will just delete it. Remember to always enter a subject, if you leave it blank it has a greater chance of being filtered into spam or just deleted. 
• Always use the best customer service skills possible. It doesn’t matter if it’s through an email program or if you have a support desk. Don’t make your clients, customers or prospects wait more than two days at a time for an answer. If you get a lot of people that email you once, email you twice and email you three times in a very minimal amount of time – set up an auto responder. Gmail has one of these and it is quite frankly, very useful. It tells people, okay, I got your email, and I will get back to you soon. It shows you care and it puts them at ease. 

By using these few guidelines, your business will run smoother, and people will be able to communicate with you on a clearer level. Communication is such a HUGE aspect in the online world. Use these guidelines as you will, when you want and customize them for your businesses.

Shouldn’t that be the way every business is?  If yours isn’t running this way maybe it’s time to reevaluate your number one priority and that’s the customer.  Here are a couple tips to showing a customer your business cares:

• Associate unique experiences with each individual, not just a carbon copy of every interaction you have with every customer
• Get feedback from customer or clients after the sale, don’t just let them walk away to never hear from you again
• Get a lead database to keep track of customers and clients so that you can make notes about what clients and customers like that come to you
• Treat customers and client the way you would like to be treated, just like when you go into your favorite store.

It may sound like common sense but showing a client or customer right off the bat that you care and are interested in their needs can lead to them being a long standing customer.