Warm and fuzzy might be over the top when we meet someone in person for the first time. But it is rarely the case when we send a warm email to a customer.
I often hear someone complain about someone's tone in an email when they expect a service that satisfies, but I rarely hear a complaint about a warm tone.
On the contrary, when written words are the only way we communicate with customers (strangers), being warm helps. It makes people feel better about each other to extend the benefit of the doubt.
