Post by habiba123820 on Nov 2, 2024 11:11:40 GMT 7
It must have happened to you at some point in your career: sending an email and realizing a few minutes later that there was a typo in the title, despite several rereads, or that you inserted the wrong web link or entered the wrong phone number.
But once the email has been sent, what should you do? Pretend not to notice or, on the contrary, point it out to your recipients?
A journalist from the Anglo-Saxon BtoB website asked two e-mailing experts to enlighten his readers on this subject. Here is a summary of this informative article, supplemented by our own recommendations.
1) First lesson, the small spelling mistake does not require you to resend the email to your base because this second email will tend to draw attention to this error while many contacts would not have wordpress web design agency noticed it. Despite everything, one of the experts advises sending an apology email if this mistake damages your brand's reputation.
2) In case you have inserted a bad link, one of the first reflexes is to analyze the statistical data to measure how many people were affected. If the click rate is high, it is necessary to send a message that reports the error and to indicate your most sincere apologies.
On the other hand, if you realize it early enough, one of the most effective solutions is to redirect your web page to the link communicated in the message. Your readers will thus be redirected without noticing the error.
3) Too many people still wrongly think that only the people who received the message will notice your mistake. But the Internet has multiplied the sources of information and a message is very quickly transferred to other contacts via social networks (Facebook, Twitter, Viadeo, etc.). At this stage, the method consists of tracking your error by checking these different sites and analyzing its e-reputation by typing a few keywords in search engines such as Google. Once again, if you realize that a negative wave is affecting your brand, an apology email is welcome. If, on the contrary, there is no trace visible on the net, doing nothing remains the best solution.
4) The above recommendations may be contained by your own means. On the other hand, if you make a mistake in a commercial offer, the procedure to follow is much more delicate. This is the case, for example, of a typo that indicates "50% discount" when the real discount is 5%. Here, no concrete advice can answer this problem, only the fact of involving as many people as possible around the procedure to follow and acting as quickly as possible can correct the error. Because your company would not want to offer something that it is not capable of achieving ...
5) Make the mistake positive. For example, a pricing error can be a way to increase your income. A specific case was recently observed by one of the e-mailing specialists: one of his clients had communicated a wrong price for one of his products. To fix the mistake, this client used humor in his apology message and offered 10% discount and free shipping to all recipients who opened the original message. This communication strategy allowed him to generate 75% opening rate, 25% click rate and 10% conversion rate only with the help of this apology email.
6) In case you decide to carry out a promotional action as an apology, maximize the profitability of your message by setting a deadline for it. Why not create a special web page with a 48-hour countdown that would encourage customers to be more responsive?
7) For those who communicate weekly, the apology email can wait until your next communication.
8) Finally, choose a fair correction. Your apology message should be concise and highlight what the message was to be conveyed, the exact offer or the valid link.
A simple apology note can also be a good idea, but only if the message is not "automated" and contains "human" words. Do not change the sender's address if it is contact@xxx, but write the message in such a way that it becomes personalized, despite being sent from a common address.
But once the email has been sent, what should you do? Pretend not to notice or, on the contrary, point it out to your recipients?
A journalist from the Anglo-Saxon BtoB website asked two e-mailing experts to enlighten his readers on this subject. Here is a summary of this informative article, supplemented by our own recommendations.
1) First lesson, the small spelling mistake does not require you to resend the email to your base because this second email will tend to draw attention to this error while many contacts would not have wordpress web design agency noticed it. Despite everything, one of the experts advises sending an apology email if this mistake damages your brand's reputation.
2) In case you have inserted a bad link, one of the first reflexes is to analyze the statistical data to measure how many people were affected. If the click rate is high, it is necessary to send a message that reports the error and to indicate your most sincere apologies.
On the other hand, if you realize it early enough, one of the most effective solutions is to redirect your web page to the link communicated in the message. Your readers will thus be redirected without noticing the error.
3) Too many people still wrongly think that only the people who received the message will notice your mistake. But the Internet has multiplied the sources of information and a message is very quickly transferred to other contacts via social networks (Facebook, Twitter, Viadeo, etc.). At this stage, the method consists of tracking your error by checking these different sites and analyzing its e-reputation by typing a few keywords in search engines such as Google. Once again, if you realize that a negative wave is affecting your brand, an apology email is welcome. If, on the contrary, there is no trace visible on the net, doing nothing remains the best solution.
4) The above recommendations may be contained by your own means. On the other hand, if you make a mistake in a commercial offer, the procedure to follow is much more delicate. This is the case, for example, of a typo that indicates "50% discount" when the real discount is 5%. Here, no concrete advice can answer this problem, only the fact of involving as many people as possible around the procedure to follow and acting as quickly as possible can correct the error. Because your company would not want to offer something that it is not capable of achieving ...
5) Make the mistake positive. For example, a pricing error can be a way to increase your income. A specific case was recently observed by one of the e-mailing specialists: one of his clients had communicated a wrong price for one of his products. To fix the mistake, this client used humor in his apology message and offered 10% discount and free shipping to all recipients who opened the original message. This communication strategy allowed him to generate 75% opening rate, 25% click rate and 10% conversion rate only with the help of this apology email.
6) In case you decide to carry out a promotional action as an apology, maximize the profitability of your message by setting a deadline for it. Why not create a special web page with a 48-hour countdown that would encourage customers to be more responsive?
7) For those who communicate weekly, the apology email can wait until your next communication.
8) Finally, choose a fair correction. Your apology message should be concise and highlight what the message was to be conveyed, the exact offer or the valid link.
A simple apology note can also be a good idea, but only if the message is not "automated" and contains "human" words. Do not change the sender's address if it is contact@xxx, but write the message in such a way that it becomes personalized, despite being sent from a common address.