Computer and Web Articles

Not long ago I extolled the importance of using email autoresponders to provide your customers with a “heads-up” if they should expect to experience a delay in receiving a response; setting one up while you’re away in Hawaii on a three-week vacation would be a great example of wisely using an autoresponder.

I had previously assumed that, when it came to constructing an autoresponder’s text, common sense would be an adequate guide. . . but perhaps I assumed too much.

Earlier this week I emailed the owner of a company who had been looking to retain our web design services. Within moments of sending my email to him, I had received an autoresponder from his email program containing nothing other than “Hello, I am unavailable to read your message at this time.”

This type of vague, automated response can actually cause more harm than good. In my case, I had no idea if the business owner was out of the office momentarily, for the day, for the week, or for the month. I had no clue as to how long it might be before he *would* be available to read my message. I couldn’t understand the purpose of the message I’d just received; I was just downright confused.

Our goal here is to inform customers, not to confuse them. If you use autoresponders to share important information, simply remember to provide all the relevant details in a polite, clear manner. You’ll help strengthen, not weaken, the relationships you have with your customers.