In our line of work, first interactions with our clients are usually made by e-mail. According to a Harvard study of communications, the first impression is made in the first 7 seconds when two people meet each other. Only 7% of that is based on what we say, 38% depends on the tone and volume of our voice, while the majority, 55%, depends on the visual impression we make.

When it comes to e-mail, there is less input from both parties so the impression is made even faster. The average time spent per one e-mail is approximately two seconds. Since it is not easy to recognize the tone and the volume of the message, we form our first impression based on what is written and how the e-mail looks like. The visual impression consists of paragraphs, bold text, colors used and, last but not least, the signature.