The key to any successful relationship – business or personal – is trust. Clear, transparent and timely communication helps to build this trust. I spend much of my time providing on-the-job training and support to a logistics client. That support is often in the form of helping them write emails to customers and suppliers updating them on the statuses of certain orders and deliveries. My client often needs to let their customers or suppliers ‘know where they stand,’ in the form of email status updates on orders or shipments: ‘We have a new delivery date.’ ‘We have just determined the requested item is out of stock.’ ‘There is a problem with customs clearance.’ ‘The item has been shipped!’ Whatever the message, my client is dedicated to communicating professionally and to keeping their partner’s trust. Just as with any email, you’ll have to decide whether the tone is formal, informal or neutral. But there are a few things to remember when updating people or letting them know the status of an order, a payment, a shipment, etc.
This is true for almost all emails. It's less crucial if you have an ongoing email 'conversation' with someone.
I'm writing to let you know about order number....
I have some information for you about…
I wanted to update you about…
We’re writing regarding….
We’re contacting you regarding your order number …
The “I” is a personal statement. Using “we” implies you are writing as a company, but are open and friendly. You can use the phrases above in less formal situations, or if you have an existing relationship with the recipient. But if the situation is more formal, then there are better, stronger phrases to use:
Adopting the 3rd person instead of the 1st person almost always makes your emails more formal. Avoid terms like “We hereby inform you” – this feels very legalistic.
Good news is easy:
Bad news is tricky. No one wants bad news, so don’t beat about the bush.
Giving bad news can be very complicated. It's important that you acknowledge that the bad news is a problem or an inconvenience. Be brief. Be respectful. Be understanding. Explain but be careful that is doesn’t seem like you’re making excuses. Offer some alternative or solution, if possible:
You’ve probably seen them hundreds of times but they work!
If you adopt a formal tone at the beginning, try to maintain that throughout the email. Or, if you decide it should be friendly and less formal at the beginning, stay less formal and friendly through the entire email.