Avoid These Mistakes When Emailing Clients

Right. It could be misinterpreted as passive aggressive. Especially in a situation where there’s low trust, that and other phrases can unintentionally [seem like] a threat.

Here’s another example of what you call passive aggressive: “Not trying to be rude, but…” People can easily take that the wrong way?

Exactly.

You write that “dot, dot, dot,” or the ellipsis, is the most passive aggressive punctuation mark. Interesting!

Use the ellipsis carefully. Those three dots suggest something’s going on but leaves you wondering what it is. For optimum clarity, avoid using it unless it effectively signals an unfinished thought.

“Thanks for your patience” can come across as a brush-off or implies that the sender needs more time, you write. That’s another surprise!

Yes. A number of phrases in digital communication can be read differently. They’re ambiguous. Others include “Per my last email” and “To reiterate our previous conversation.”

Some people may use these because they’ve learned them in business school. But they actually signal passive aggressiveness, resentment or frustration.

I recommend that if you get ambiguous messages, assume good intent. But don’t be afraid to phone and have a conversation if you’re noticing something “different” [about the sender in the email].

What about the “Can I call you?” approach? Should a financial advisor ask the client, or just phone randomly when they’re inclined?

A digital native thinks it’s intrusive to call out of the blue. A digital adapter loves a quick call [like that]. 

But I would err on the side of asking because in today’s landscape, everyone is in tons of meetings. 

“For future reference” comes across as “Let me correct your blatant mistake that you already knew was wrong,” you write. Wow.

In my research, I’ve found that with digital natives, especially, it can be read that way. Remember that language can be interpreted differently for baby boomer clients or millennials – and it’s not just based on their age. 

It’s based on cultural background and lots of other things.

What could be useful is to mirror the client’s digital body language by using a phrase they use. Don’t shy away from that. It could be effective. But be conscious that there are places and spaces where it can be interpreted differently.

What’s the scoop on FAs using emojis in emails to clients? Is it appropriate?

They’re the new facial expressions [replacing in-person ones]. They can signal emotional cues or levity or a humorous tone. An emoji can be used to share a cue of happiness or engagement.

So I would encourage advisors to try to use the power of emojis, but think before you use one. 

If you’re working with a digital native client who’s very savvy, an emoji can show that they can connect with you in a more relaxed way.

If you’re working with a digital adapter, who may be much more reluctant to communicate digitally, it’s probably best to err on the side of formality. This client may value bullet points, bold[face] and underlined headings. It goes back to knowing your audience.

So age difference isn’t the chief issue to consider?

It isn’t about age anymore. The fastest growing segment on Facebook is ages 65 and older. They use a ton of emojis and GIFs and memes. It’s a way that they communicate.

Of course you ought to be professional. But you also want to be relatable. Throwing in that emoji or exclamation point could be helpful to signal positive intent.

Everyone uses an abundance of stock made-for-email phrases. I suppose that saves time and can reduce ambiguity. But should one try to be a bit more original in composing client emails?

Focus on being authentic in your style. It will allow you to be more relatable even from behind the screen.

Pictured: Erica Dhawan. (Photo: James Demato)