HN Explorer

Problem: I spend too much energy and time on communication with customers

2 points by eerop ↗ HN
Hey, I'm struggling with a problem: I spend too much time crafting messages to my customers.

For example, right now I'm trying to send a message to a user about a new feature, and my goal is to invoke a positive feeling in them. Get them to feel good about me.

I've spent 5 hours on it. In reality it should take 15 minutes, so I can get back to improving the product.

I'm curious if there any people here who have had this problem and have somehow fixed it.

4 comments

[ 3.1 ms ] story [ 36.2 ms ] thread
codingdave
I don't see this as a problem - getting a message just right does take significant time and effort. While you cannot spend 5 hours on every email for every support request, you can spend that much the first time you communicate a specific message.

Focus on categorizing the emails you have sent, noting which ones get a positive response and which do not, and using the positive prior emails as templates for future emails. You'll still spend the right effort on messaging, while re-using your prior work so you speed up over time.

gregjor
Customers feel good about you when they get prompt and relevant communication. They probably won't appreciate your perfectionism -- most people quickly scan emails.

If you struggle to write something you feel confident about consider taking writing classes or attending writing workshops. Good communication skills pay off, but one of those skills is making sure your customers always feel like you're paying attention and making them a priority.