How to write a formal email?


Follow these five simple steps to make sure your English emails are perfectly professional.

  1. Begin with a greeting
  2. Thank the recipient
  3. State your purpose
  4. Closing remarks
  5. End with a closing
  6. Begin with a greeting
    Always open your email with a greeting, such as “Dear Lillian”. If your relationship with the reader is formal, use their family name (eg. “Dear Mrs. Price”). If the relationship is more casual, you can simply say, “Hi Kelly”. If you don’t know the name of the person you are writing to, use: “To whom it may concern” or “Dear Sir/Madam”.
  7. Thank the recipient
    If you are replying to a client’s inquiry, you should begin with a line of thanks. For example, if someone has a question about your company, you can say, “Thank you for contacting ABC Company”. If someone has replied to one of your emails, be sure to say, “Thank you for your prompt reply” or “Thanks for getting back to me”. Thanking the reader puts him or her at ease, and it will make you appear politer.
  8. State your purpose
    If you are starting the email communication, it may be impossible to include a line of thanks. Instead, begin by stating your purpose. For example, “I am writing to enquirer about …” or “I am writing in reference to …”.
  9. Make your purpose clear early on in the email, and then move into the main text of your email. Remember, people want to read emails quickly, so keep your sentences short and clear. You’ll also need to pay careful attention to grammar, spelling and punctuation so that you present a professional image of yourself and your company.
  10. Closing remarks
    Before you end your email, it’s polite to thank your reader one more time and add some polite closing remarks. You might start with “Thank you for your patience and cooperation” or “Thank you for your consideration” and then follow up with, “If you have any questions or concerns, don’t hesitate to let me know” and “I look forward to hearing from you”.
  11. End with a closing
    The last step is to include an appropriate closing with your name. “Best regards”, “Sincerely”, and “Thank you” are all professional. Avoid closings such as “Best wishes” or “Cheers” unless you are good friends with the reader. Finally, before you hit the send button, review and spell check your email one more time to make sure it’s truly perfect!


The 5 Service Dimensions Customers Care About

Extensive research shows that customers care most about service quality. Customers use five dimensions named SERVQUAL when evaluating service quality.

The five SERVQUAL dimensions are:

  1. TANGIBLES: Appearance of physical facilities, equipment, personnel, and communication materials
  2. RELIABILITY: Ability to perform the promised service dependably and accurately
  3. RESPONSIVENESS: Willingness to help customers and provide prompt service.
  4. ASSURANCE: Knowledge and courtesy of employees and their ability to convey trust and confidence
  5. EMPATHY: Caring, individualized attention the firm provides its customers


Even all dimensions are important to customers but some more than others. A SERVQUAL researched dimensions’ importance has given below for assigning 100 points across all five dimensions.

SECRET of professional Success

INITIATIVE: Attention to the position by taking initiatives for the improvement

PRESENCE: Positive presence to achieve departmental goal as well as company

COOPERATION: Positive attitude towards colleagues and reasonably flexible when asked to perform a job function outside his or her normal duties, or to work outside his or her normal hours for a special project

COMMUNICATION: Communicative always with peers, managers and customer

INCLINATION: Broader view and deeper understanding rather than own interest and feel proud in working with the department and Company as well

FOCUS: Prioritizing job responsibilities to focusing tasks in hand

INTEGRITY: Demonstrate ethical behavior in the workplace and respect the privacy of company and customers

KNOWS WHEN TO ASK: Able to differentiate between independence and arrogance and know when to ask a question rather than simply making a guess and moving on.

TECHNICAL KNOWLEDGE: Learn and keep up-to-date the knowledge to perform.

DEADLINES: Able to consistently meet productivity requirements and project deadlines.

RELIABILITY: Consistently competence and less dependable to others.

STRESS MANAGEMENT: Capable to deal with changes in the work environment and keep control to interact with colleagues when tensions are high.

TEAMWORK: Eager to incorporate to finish tasks assigned to others in the department if the department is short-handed.


How you will retain your market share?

  1. Differentiation: Competitors are always in everywhere. While there are strong arguments for and against obsessing over the competition, one thing is certain: we need to differentiate from our competitors. Try to understand and focus how we can uniquely satisfy our customers’ needs and influence that position.
  2. Brand Identity:  Allocating a brand budget is not justified for every company but we can proactively coordinate our messaging, product, culture, logo, business cards, social strategy, etc. Everything should support a single, unified brand identity.
  3. Customers Retention: Customer retention is the most important metric and more specifically revenue retention. That reflects both customer retention and organic financial growth. We should pay our attention over this and know our plans to always improve it.
  4. Understanding the Market: Knowing the opportunity is the first attempt and ensuring there’s runway & figuring out how to expand it with products or distribution is the second. Up Sales & Cross Sales are unavoidable.