This is an SOP on managing and answering emails:
What to do when managing someone’s email
- Sort out emails
- Ideally there will be separate folders. One for you and one for the boss.
- Your folder contains: all emails you need to be answering and emptying out at the end of the day
- If there are any emails you have trouble answering, send them all in one list (along with your suggestions on how to answer it) to your boss so they can help you
- Boss’s folder contains: emails you can’t answer or must be answered by the boss
- Personal emails from family or friends
- business matters
- FILTERS in Gmail
- We use Gmail because it’s easy, accessible and we can apply Filters
- Filters – Gmail setting where emails can automatically go to a certain folder in the inbox
- Saves time- no need to manually sort out emails (except for the occasional few) and makes sure VIP emails stay in inbox and the rest are sorted out in folders
- You can set up as much as you like ( this really helps in reducing clutter in main inbox and makes it easier for you to spot new emails)
- Check All Mail, Trash and Spam for any important emails that fall in. (This doesn’t happen often but good to check every other day just in case)
- Delete any hate or unnecessary emails that clutter inbox ( G+ notifications, Facebook, Ads – unless important)
- Delete Spam
- Email Antonio a daily update of summary/ batch email of questions that you have trouble answering at the end of the day. Make sure these are only the most important ones that cannot be answered by anyone else in the team. Also include updates and the day’s schedule.
- Manage Calendar. How to Schedule Dates in Antonio’s calendar.
- Take note of schedules, bookings and appointments and make sure these are already scheduled in the calendar
- and of course, Answer Emails
- Respond to emails within 12 hours or Faster Make sure to go through “All Emails” folder to see if any emails fell through the filters.
- Treat Everyone with respect (eg: sample – call sir & say thank you)
- Respond first with: Thank you sir, great to hear from you …
- Make sure it’s the right format- double spacing per sentence.
- Check the spelling of their NAME. If unsure just call them sir. (If wrong, send a follow up email to apologize)
- Only positive words. No cursing, flame, or spam, no matter how negative the email might be. Check for duplicate words also.
- Make sure SPACING is done right
- Check for grammatical mistakes/spell check…
- Keep it short and simple. Never more than 50 words – preferably less than 15.
- If you are sending links, make sure they’re working
- Make sure to send them to our Facebook group- https://www.facebook.com/groups/rmrscommunity/. Let them know they can join the community, engage with the members and ask style questions there.
- Always sign off with “Respectfully, “
- Reread once and then say it out loud- see if it makes sense
- P.S- this can be a call to action as well.
- People will always read the P.S
- You can be helpful and don’t necessarily have to sell or advertise anything in the text of the email- but you can add the call to action or advertisements in P.S
- ABOVE ALL – WE’RE THERE TO HELP! – send links AND videos if possible and send links to other sites of Antonio’s friends.
- For any emails you’re unsure of replying- always discuss with management team for POA.
More about the P.S:
- The Hook
- Use your P.S. as bait, and make sure you attach a hook to it ( the hook is the link)
- Emphasizing the main selling point but from a different angle
- Creates Urgency
- Make sure you give your email all you have to make readers respond either by visiting a landing page or contacting someone directly.
- The Personal Approach
- A P.S makes it look as personal as possible.
- As if it’s an aside directed specifically to the email recipient.
- The Bonus
- Througout the email- just give your point
- Give the bonus at the P.S to create urgency and the “oh, I just remembered”
- The Testimonial
- P.S is where testimonials can come in handy.
- Add a little bit of extra to give that extra push to the call to action
Things to remember:
- Do we have a prior relationship? (check email for previous correspondence)
- Did they write Antonio a personal note? ( or does it look copy-pasted?)
- Do they speak to us like human beings or is it a cut and past “promote my business because”?
- Do they appear to value Antonio’s time at $1000 per hour?
- Does their product match our style?
- Have we already covered this? Is there an opportunity for us to write about this and draw traffic to our website?
- There will be people who email a lot but haven’t really purchased or supported the site- reply to these but don’t reply right away. Give it a few days – there will be people who will take advantage of this. Just be firm but be polite.
Email Management Objectives
#1 Save Antonio Time. Make sure the questions you sent Antonio are only the most important ones and have been reviewed by other members of the team.
#2 Protect Antonio from Hate
#3 Ensure we help & thank people
#4 Generate Sales – Point people to the right product that can help them