A seemingly small, but important part of building customer rapport is how we communicate. It may seem minor and not so obvious, but many small things like an email greeting can add a professional touch , and contribute to customer rapport.
It doesn't have to be complicated, even something basic to set a friendly tone, and even segue seamlessly into the rest of your note can slightly influence the reader.
Since communication is more about how the listener receives your message, and text-based communication can't detect tone and demeanor, it's important to consider how your note is coming across to the reader.
Think about how you have been communicated to in person, over text, email, or even a phone call. Is it a little jarring if someone gets right to the point without an introduction? Has anyone ever left you with the impression that they actually care about you or your well-being? It's possible that some people may not care, but if we manage by the rule, and not the exception, we want to leave a polite, professional, and even friendly impression on our customers (and team members!).
Eventually, you will find your own style, but here are a few examples to get started with something to follow a "Hello" or "Hi":
A Formal Greeting
Following Up on Something
A Personal Touch
Add Some Humor
It's important to note that there is a little discernment required when choosing something appropriate. It may not be the best idea to address an important client, or the boss from the "Personal" or "Humor" category. But for a close colleague or long-time friend might have their day brightened and appreciate something funny that breaks the patterns of the mundane or conventional.