FirstBank OnBoarding Manual - Flipbook - Page 54
CUSTOMER SERVICE TIPS
C. Introduction.
Put your main point in the opening sentence. State the reason for your email. Most readers won’t stick
around for a surprise ending.
D. Body.
Use the “One Thing” Rule.
• E-mails are not the same as business meetings. With business meetings, the more agenda items you
work through, the more productive the meeting. With emails, the opposite is true. The less you
include in your emails, the better. Keep your email as concise as possible. People tend to skim long
emails, so only include essential information. That’s why it’s a good idea to practice the “one thing”
rule. Make each email you send about one thing only. If you need to communicate about another
project, write another email.
• A call to action. After you’ve explained your reason for emailing, don’t assume the recipient will
know what to do. Provide specific instructions. For example:
• “Could you send me those files by Thursday?”
• “Could you write that up in the next two weeks?”
• “Please write to James about this, and let me know when you’ve done so.” Structuring your
request as a question encourages the recipient to reply. Alternatively, you can use the line “let
me know when you’ve done that” or “let me know if that’s okay with you.”
E. Closing.
Before you sign off your email, be sure to include a closing line. This has the dual purpose of re-iterating your
call to action and of making the recipient feel good. Examples of good closing lines include:
• “Thank you for all your help with this.”
• “Does that sound good?”
• “I’m looking forward to hearing what you think.”
• “Let me know if you have any questions.”
F. Signature.
Requirements:
• Name
• Title
• Address (not applicable if you work from home).
• Phone Numbers (you don’t have to use office number if you prefer your cell or vice versa.
Can add fax number, if necessary).
• Personal NMLS # (if applicable).
• Please use Times New Roman, Arial, Georgia or Calibri font.
• Use black font only.
Use at your discretion:
• Personal webpage (can use vanity domain here or your page on the FirstBank Mortgage website).
• Click to Apply link.
• Reviews link
• Wire Fraud Advisory *Please do not use the image previously circulated, as it looks very blurry in
emails--please use the typed warning in sample below.
• Headshot *Please fill out a marketing request form if you need your headshot resized for
your signature.
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Onboarding Manual
Confidential. Property of FirstBank. Not for Distribution.
