A customer told me my booking confirmation emails were 'cold as a fish' and it made me rethink everything

2 comments

2 Comments

You know, I used to think exactly like that. But that one comment got me. It made me realize my emails felt like they came from a robot, not a person running a real business. That first touch sets a tone for the whole customer experience. Adding a single friendly line doesn't add fluff, it adds a human touch. Now I see it as part of the service, not just a data sheet.

piper_reed1d ago

Honestly, is one person's weird comment worth a total rethink? Booking emails just need clear times, dates, and a link. They're not birthday cards. If you start trying to make them "warm," you'll probably just add fluff that people skip anyway. As long as the info is correct, you're doing your job.