SMH (scratching my head)

I just got an email complaint from a customer who attended my Before You Hit Send webinar. The webinar discusses why so many companies blow it with customer email and how my viewers can do better.  A big section of the program is “7 Grammar Gaffes that Make You Look Dumb.” My “complainant” said that everything I taught in the webinar, she learned before she was 8 years old. Funny, as the first sentence of her email had the #1 grammar gaffe that we discussed….typing “YOUR” when you really mean “You’re.” Perhaps she didn’t pay enough attention in grammar school.

Being the professional that I am, I immediately replied to the customer’s email with an apology. “I’m sorry my webinar didn’t meet your expectations…” But what I really wanted to convey was how to avoid the very common YOUR vs. You’re grammar gaffe.  I didn’t have the heart to school the customer via email, but I do want to help protect you from this grammar gaffe that really does make people and their companies look dumb – to be frank.

All it takes to avoid the “Your vs You’re” error is to take a second and think about what you’re trying to say.

Your” is a possessive pronoun, as in “your car” or “your blog.”

“You’re” is a contraction for “you are,” as in “you’re  going to be so much more effective at writing emails because you attended this webinar.

I hope this helps someone. Maybe my complainant will find this post and learn a little something that she didn’t learn before she turned 8 years old.  🙂

***ELearning***

Before You Hit Send: How to Write Business-Friendly Emails That Create Emotional Connections and Leave Customers Saying WOW!

Every email your employees send out has your company’s brand in the signature line and it puts your corporate reputation on the line. A great email can completely restore customer confidence in your brand and regain goodwill. But, at the fingertips of a disgruntled customer, your emails can be plastered all over the Internet by way of a powerful blog. In Before You Hit Send, Myra shows your people, step by step, how to craft customized, friendly emails that answer customers’ questions and leave customers with a WOW reaction. View full course outline

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myragolden

Myra Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees. Myra has helped Verizon Business, McDonald’s, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is the co-author of Beyond WOW!

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