entrepreneur, small business, business ideas, email etiquette

3 Words to Avoid in Client Emails

There have been so many misunderstandings caused by poor communication in texts and emails. Too often we think we've written a clear message, only to have the person on the other end read it in a completely different way! It can be embarrassing and sometimes seriously problematic when that happens in your client emails. Even sending a one-word email like "Fine" can come across as passive-aggressive. So slow down and think carefully when you write your next client email. And be sure you avoid these 3 common words!

1. Sorry

UGH! I have written this WAY too many times in an email, and I cringe every time I see it. And I mean "sorry" when it isn't REALLY an apology. Like: "Sorry, but I can't meet then." This is a bad habit, particularly among women. In fact, some psychologists call this "lady language," and urge women to stop using it (along with emojis and too many exclamation points). BUT, with a client, it's too passive and placating, so think carefully before you put that into an email. And by the way, if you really DO need to apologize to your client, never ever do that in an email. You should always pick up the phone and talk directly to your client when you need to say "I'm sorry."

2. Just

I just wanted to tell you that the word "just" is almost never needed. HA! This word minimizes whatever is going to follow it in a client email. It sounds wishy-washy and not very confident. You want to have your emails come across as direct and active, not hesitant. Most sentences can also do without this word - we think it helps soften our message, but instead, it softens how people think about us and our skills. That's definitely not how you want to be perceived!

 3. I think/feel

Okay, so that's technically not one word. But these phrases make you sound like you do not have confidence in what you're saying or proposing. Instead of showing your expertise and your skills, using "I think..." sounds hesitant and as if you're second-guessing any idea that follows. Just look at the difference in these two sentences:

  • "I feel like we need to reevaluate the selections for the guest bathroom now that we know things are out of stock."
  • "We need to reevaluate the selections for the guest bathroom now that we know things are out of stock."

See how much more confident and take-charge that second version is?? The first one sounds as if there's a question about whether that's really the path to take. You want your clients to be completely confident in your skill level and your ability to handle their project. After all, that's why they hired you!

Keep these ideas in mind as you communicate with your clients. And download my FREE Client Communication Log to ensure you're staying in touch with them on a regular basis!



Check out more design business tips and tricks

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Making the Most of Client Touchpoints

How Communication Can Solve Any Project Challenge

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