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[SpeakerSue]

Thanks for taking the time to post. You’re right this is a great example of an authentic, helpful, positive message.

A suggestion to make the email better is to skip the part about monitoring the situation. Instead, start with positive, comfort words and truth. Using this REI example, I might begin with:

Hi REI traveler,
You’re likely wondering what to do about your upcoming travel and you can depend on us to be fully transparent with you. We will make it as easy as possible for you to make the best decision for your well-being.

Please notice I started by “making a friend” with my traveler by letting them know that I get what they’re going through. (You could say, “You’re likely so disappointed….” or “You’re likely trying to make an informed decision…” or whatever sounds right to you. But keep it positive and focused on them.

What to do:
Make a friend.
Use authentic, emotionally pleasing words.
Stay positive.
Tell them what will help them.

See you at the roundtable so we can dive deeper into what works now.

Thanks again!

[SpeakerSue]

What an honor to be your luncheon speaker at the upcoming virtual roundtable! What messaging challenges are you experiencing? Please post them here so you can enjoy a practical, specific and fun lunch (even if you’re eating 3-day old leftovers!).
You’ll hear how you can make friends and build loyalty regardless of the policy you must enforce or the traveler’s dilemma. Really important that you post questions/issues/challenges here so that you hear what will most help you position yourself for success. Thanks!! SpeakerSue

[Author]

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