In most aspects of business, we will be expected to write a message to a client or customer, in the form of a letter, memo or e-mail. Language and tone in these communications is vital to the relationship with the recipient, and can mean the difference between a sale and a lost prospect. Therefore, we cannot afford to get it wrong. Following are six tips on how to write to a customer or client to ensure the best possible outcome.

1. Use the Correct Tone

The tone of your correspondence should reflect the message that you are trying to put across. Using an inappropriate tone can cause your message to sound frivolous, abrasive, aggressive or rude. For example, when writing a complaint, the tone should not be dismissive or rude, but should concentrate on stating the facts.

2. Be Considerate

Show consideration for the person you are corresponding with. Examples of ways to show consideration are as follows;

 Respond as quickly as possible to correspondence. If you are unable to, at least communicate a brief apology in advance or an explanation. This shows that you value the correspondent.

 Respect the views and positions of the correspondent. If you have a different viewpoint, express it tactfully and resist making any comments that may offend.

 If you should find yourself on the receiving end of a clearly offensive communication, resist the temptation to respond in a similar tone. Take the higher ground, and don