When you email someone outside the company, you are speaking for your employer. The client does not see 'the new starter'. They see the firm. That is not a reason to be nervous, but it is a reason to slow down for thirty seconds before you press send.
What changes when the reader is outside
| To a colleague | To a client or supplier | |
|---|---|---|
| Greeting | "Hi Sam" | Match how they write to you. If unsure, "Dear Ms Patel" or "Hello Anita" is safe. |
| Shorthand | Team abbreviations are fine | No internal jargon, project nicknames or system names |
| Promises | "I'll try for Friday" | Only promise what you know you can deliver. A date in writing is a commitment. |
| Sign-off | Your first name | Your full signature: name, job title, company and phone number |
The thirty-second check
Before you send anything outside
- Is it going to the right person?Email software suggests addresses as you type. Check the full address, not just the name: there may be two people called James.
- Is the right file attached?Open the attachment from the draft. Check it is the final version and has no notes, comments or other clients' details in it.
- What is further down the thread?When you forward or reply, everything below goes too. Delete anything the new reader should not see.
- Have you spelled their name correctly?Copy it from their own signature.
- Does it say what happens next?End with a clear next step and, if you can, a date.
Bcc, and emails to lots of people
Putting a list of customers in To or Cc shows every one of them everyone else's email address. The Information Commissioner's Office (ICO), the UK's data protection regulator, says that failing to use Bcc correctly is one of the top data breaches reported to it every year.
Replying to a complaint
- Reply promptly, even if only to say you have received it and when they will hear back.
- Acknowledge the problem in their words. Do not argue the point in the first reply.
- Do not admit fault, offer money or make promises on the company's behalf unless you have been told you can.
- Tell your manager straight away. Complaints often have a set process, and some have legal time limits.
- Follow up when you said you would, even if the update is "we are still looking into it".