So many small businesses get their customer communications all wrong, which ends up repelling rather than attracting customers. 

The secret to doing good customer communications is to seem approachable and reliable. 

That means you need to respond quickly to customer enquiries, use simple language and adopt a friendly tone. 

If you do that, you’ll make people feel comfortable and that you care. 

But if you’re slow to respond, use confusing jargon or adopt a patronising tone, you’ll alienate your customers. 

Emailing seems like a minor thing, but it can have a big impact on your business.