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Renewal Notices Can Be Friendly

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Lynn Gaertner-Johnston Updated on

The other day we received a renewal notice from our web hosting service, IX Web Hosting. I want to share it with you as an example of a friendly, helpful renewal notice. 

Subject: Renewal Notice for Unlimited Pro

Hey Lynn,

How's everything going? Can you believe another 2 years have gone by?

Well, we wanted to let you know that your hosting account is up for renewal, and we'll be automatically renewing it in 14 days, so you don't even need to worry about it.

However, you might want to log in to your account (https://my.ixwebhosting.com) and make sure your domains are set up for renewal as well. Since domain registrations are separate from your hosting account, they have to be renewed separately.

Here's your account info:

Product ID: XXX
Product Name: Unlimited Pro
Renewal: Automatic
Expiration Date: Aug-24-2014
(today's date is Aug-10-2014)

Billing Term: Biennial
Amount: US $XXX.XX

And remember, we're open 24/7 so you can always let us know if you have any questions:
https://my.ixwebhosting.com/tickets/new

Good luck with your websites!

Kind regards,
—————————————
Your Team at IX Web Hosting
https://www.ixwebhosting.com

 

IX Web Hosting succeeds at sending automated messages that come across as personal and helpful. I appreciate the range of information: the renewal date, fee, billing term, reminder to check on domain registrations, the name of our service level, and the reminder about 24/7 help available. 

Other service providers could learn from IX Web Hosting's approach. I am thinking of companies that process renewals automatically, without letting customers know essential details such as the renewal date and fee. Have you ever noticed a debit from your bank account and not recognized what it was? It's happened to us at Syntax Training–but never with IX Web Hosting. 

What do you think about this renewal notice? How does it compare with ones you receive?

Lynn
Syntax Training

P.S. I have no financial relationship with IX Web Hosting beyond being a satisfied customer. 

Posted by Lynn Gaertner Johnson
By Lynn Gaertner-Johnston

Lynn Gaertner-Johnston has helped thousands of employees and managers improve their business writing skills and confidence through her company, Syntax Training. In her corporate training career of more than 20 years, she has worked with executives, engineers, scientists, sales staff, and many other professionals, helping them get their messages across with clarity and tact.

A gifted teacher, Lynn has led writing classes at more than 100 companies and organizations such as MasterCard, Microsoft, Boeing, Nintendo, REI, AARP, Ledcor, and Kaiser Permanente. Near her home in Seattle, Washington, she has taught managerial communications in the MBA programs of the University of Washington and UW Bothell. She has created a communications course, Business Writing That Builds Relationships, and provides the curriculum at no cost to college instructors.

A recognized expert in business writing etiquette, Lynn has been quoted in "The Wall Street Journal," "The Atlantic," "Vanity Fair," and other media.

Lynn sharpened her business writing skills at the University of Notre Dame, where she earned a master's degree in communication, and at Bradley University, with a bachelor's degree in English. She grew up in suburban Chicago, Illinois.

11 comments on “Renewal Notices Can Be Friendly”

  • Excellent. The only thing I notice missing is a link or other information on how to set up domains for renewal.

    Great example!

    Reply

  • I agree that it’s annoying (even rude) when subscription services do not notify you of automatic renewals, and this approach is a refreshing change. I do feel a greeting of “Hey Lynn” is a little too casual for business correspondence from someone you do not know.

    Reply

  • Hello, Bill, Ntokozo, and Cindy. Thank you for commenting.

    Bill, I am guessing that the link provided would lead to information about renewing domains (“you might want to log into your account (https://my.ixwebhosting.com) and make sure your domains are set up for renewal as well”). Including more information about that topic in the email might make it too long. My domains are not registered with IX Web Hosting, so I did not need more.

    Ntokozo, I too enjoyed reading the message. That is why I wanted to share it with you.

    Cindy, I agree about the very casual “Hey Lynn.” It’s the IX Web Hosting style (casual and friendly), and I have gotten used to it. I myself would never use “Hey” in a message to a customer.

    Lynn

    Reply

  • I don’t enjoy doing business with companies that address me with “Hey.” It makes me feel like they are a bunch of teenagers, and I don’t trust them as much as a company that addresses me as if we are both adults.

    Reply

  • On the other hand, I would try to go along with service. No matter if they Heying me or howdy ing me or none of them
    From my experience, Ixwebhosting has great customer support. I always get support in minutes from their live chat

    Reply

  • Ixwebhosting is professional in matters of customer support and retention. Their emails are professional that you feel like chatting with them every time.

    I would recommend Ixwebhosting to everyone.

    Reply

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