Skip to content

WineGlass Marketing


Looking Through The Glass


Recent Blog Posts

Blog Categories
Susan DeMatei
August 20, 2013 | Email Marketing | Susan DeMatei


Most customer care people will suggest you communicate with customers in the manner to which you were first communicated.

This makes sense, as they initially reached out to you in a manner in which they were comfortable with.  A call warrants a call back, a tweet gets a tweet, and so on.

The possible exception to this rule is email.

Typically, we like emails.  They are less intrusive and allow you to compose your thoughts, document agreements and discussions, clearly layout details, and respond when you best have time to respond.

But, have you noticed that sometimes issues can be extended, even compounded, over email, when sometimes a simple call could diffuse the situation?

Before you hit send, here are three reasons you should consider calling instead of writing.

1. It is easier to sound like a jerk over email.

And this goes both ways.  How often have we read emails from an employee or colleague and cringed.  You know they didn’t mean it that abruptly, but no matter how many smiley faces and you add, your tone will undoubtedly come across as flat via email. And for customers, when they are safe behind their monitor, they’d say things they’d never say in person.

So pick up the phone.

When we are talking in person or on the phone, there is a tendency for people to want to find some type of common ground, because not everyone is comfortable being combative or aggressive in person.

2. It is Very Easy to be Misunderstood over Email

Along with the above, your inflection, tone and body language often go a long way towards the ultimate communication.  Saying your sorry, and writing it offer two very different sentiments.

The other issue with communications is that it can be looked at and stewed over again and again, further inflaming and already upset customers.

If you must send an email, read and re-read it from the customer’s point of view – and have someone else read it for you, too.

3. Personally Connecting is Powerful

While technology allows us to communication in every way possible, it also seems to isolate us from people as well.  In today’s world we text more than we call, and Facebook more than we meet for coffee.  There is something emotionally powerful about taking the time out of your day to pick up the phone and reach out to someone.

I’m a big proponent of using technology in wineries.  But, don’t let technological advances keep you from connecting with your customers and partners, or get in the way of true engagement or understanding in a situation.


RandCib's Gravatar
@ Jun 4, 2019 at 2:57 PM
Latente Propecia Levitra Dosis Recomendada Propecia Espanol generic 5mg cialis best price Cialis Naturale In Farmacia Priligy Ventes Pharmacie Andorre Kamagra

RandCib's Gravatar
@ Jun 17, 2019 at 6:01 PM
Canada Pharmacy Euro Med Generic Provera Where Can I Buy How Long Does Amoxicillin Rash Stay levitra wholesale no prescription Kamagra Ireland How To Buy Tamoxifen

RandCib's Gravatar
@ Jun 30, 2019 at 12:46 AM
Cialis Impotencia Viagra Women Effects generic 5mg cialis best price Buy Propanolol Online Australia Viagra 100 Mg Keine Wirkung

KelimmokS's Gravatar
@ Jan 17, 2020 at 2:47 AM
Ciprofloxacin Online Without A Prescia Buy Cialis Over The Counter Metformin Amazon

Lesdreade's Gravatar
@ Jan 17, 2020 at 5:54 AM
Blue Mountain Pharmacy Canada Tadapox Tadalafil Dapoxetine Cialis Precio Farmacia cialis from canada Kamagra Pharmacie France

StevButt's Gravatar
@ Jan 19, 2020 at 8:26 AM
Honeymoon Cystitis Keflex Finasteride Skin Health On Line Buy Cialis Derniers Conseils Plus Longs

StevButt's Gravatar
@ Jan 19, 2020 at 2:42 PM
Viagra Pharmacie Forum Buy Cialis Conseguir Viagra Online Veskimetsa.Ee

Lesdreade's Gravatar
@ Jan 24, 2020 at 8:49 PM
Does Cephalexin Help With Cellulites - Buy Cialis Lioresal Pas Cher En France Buy Cialis Pflanzliches Viagra Rezeptfrei

Matbito's Gravatar
@ Jan 24, 2020 at 9:52 PM
What Is Amoxicillin Used On - Buy Cialis Buy Cheap Celexa Online Buy Cialis Tomar Propecia Antes De

KelimmokS's Gravatar
@ Jan 28, 2020 at 6:40 PM
Cvs Viagra - Buy Cialis Doxycycline Acne buy cialis online Posologie Viagra 25mg

Matbito's Gravatar
@ Feb 5, 2020 at 8:24 PM
Isotretinoin Usa Price Quick Shipping - order cialis online Prix Levitra Generique cialis for sale Macrobid Furadantin Need With Free Shipping Next Day Delivery

Lesdreade's Gravatar
@ Feb 20, 2020 at 10:16 PM
Viagra Dosierung - Buy Cialis Viagra Guaranteed Pharmacy buy generic cialis Cialis 20 Effetti Collaterali

Matbito's Gravatar
@ Mar 4, 2020 at 6:45 AM
Alli Diet Pills India Pharmacy - Cialis Allergic Reaction To Zithromax cialis without a doctor's prescription Achat Cialis Generique Pas Cher En France

Yxliol x's Gravatar
Yxliol x
@ May 2, 2020 at 1:56 PM
Kajxpi szfzgf Us discount viagra overnight delivery

Buy cheap viagra's Gravatar
Buy cheap viagra
@ May 4, 2020 at 5:13 AM
Xczewn eusicd viagra buy online Levitra or viagra

How to get some viagra's Gravatar
How to get some viagra
@ May 5, 2020 at 3:41 AM
Nhravh xopqjd lowest price on generic viagra Brand viagra professional

Viagra overnight shipping's Gravatar
Viagra overnight shipping
@ May 6, 2020 at 12:33 AM
Ufmend oinhob Free viagra Discount viagra online

Generic viagra us's Gravatar
Generic viagra us
@ May 6, 2020 at 8:00 PM
Gctdbs hdlckt Viagra mail order Get viagra fast

Price viagra's Gravatar
Price viagra
@ May 7, 2020 at 8:50 PM
Rcdqkm vhjeed Buy viagra in us Buy viagra cheap

Canadian generic viagra online's Gravatar
Canadian generic viagra online
@ May 8, 2020 at 11:19 AM
Kkxzqu offtkh Generic viagra Viagra overnight

Sample viagra's Gravatar
Sample viagra
@ May 9, 2020 at 6:25 AM
Svpsjo xfktol Buy pfizer viagra in canada Buy branded viagra

Rx generic viagra's Gravatar
Rx generic viagra
@ May 11, 2020 at 1:44 AM
Ymdzle celatp Real viagra online Buy viagra in us

Order viagra us's Gravatar
Order viagra us
@ May 12, 2020 at 6:34 AM
Qboqqo rlcthe buy viagra online cheap Buy viagra com

ed medications's Gravatar
ed medications
@ May 21, 2020 at 9:04 PM
Qjatyo ckvcax best non prescription ed pills best over the counter ed pills

erection pills online's Gravatar
erection pills online
@ May 23, 2020 at 3:19 PM
Mmaqjr kpigzu pills for erection medicine erectile dysfunction

cheap erectile dysfunction pill's Gravatar
cheap erectile dysfunction pill
@ May 25, 2020 at 12:15 PM
Qgeoeh awtvex mens ed pills best ed pills

new ed pills's Gravatar
new ed pills
@ May 27, 2020 at 12:33 PM
Tplpkg ffvltu pills erectile dysfunction erection pills

men's ed pills's Gravatar
men's ed pills
@ May 29, 2020 at 12:46 PM
Lcjwcq yopfel printable cialis coupon ed pills otc

EstherPaumb's Gravatar
@ May 31, 2020 at 3:24 PM
Mvdqfx fbqora Buy viagra online Buy viagra no prescription required

Commenting has been turned off.

Sign Up For Insider Info

Enter your email address to receive notifications of new blog posts.

Blog Sign Up

Leave this field blank: