Many small businesses don’t realise that the way you respond to customer emails is a form of marketing.

Good answers give customers a reason to keep spending money with you, and to refer their family and friends to your business.

A bad response has the opposite effect. It’s a generic copy-pasted reply that doesn’t try to provide answers to the questions raised. It shows the customer exactly how much you (don’t) care about them, and leaves no real reason why they should keep doing business with you.

Don’t make that marketing mistake in your business.