Communication - It's all in the detail
Poor communication leaves a really bad impression! I had been a client of a certain major bank for over a decade and had always had good experiences with them. That is, until I opened a new account.
Upon opening the account, I learned that there were large set-up and ongoing fees involved which the bank had not advised me of. The communication was appalling! I was shocked obviously, so I made an appointment to see the bank manager.
I received an email from the bank manager – filled with spelling and grammatical errors. His email started ‘Dear Holland’. It got worse from there. There were missed letters in words, incorrect spacing and sentence structure and improper use of capitalisation, and no full stops.
This was not from an office junior. The email was from the branch manager! I drafted a reply, addressing him the way he'd addressed me.