|Jan 07, 2005 12:33 am
||The Awesome Power of Hand Written Notes
Simple Way to WOW! Your Customers
Wanda Loskot 1997
One of my friends, the owner of a printing shop, asked me how to
get more referrals from her customers. When I inquired how does
she keep in touch with them on a regular basis, she said "by
monthly statements" (meanning bills). "Do you attach some sort of
personal notes to those bills?" - I asked. And she just looked at
me in a funny way...
I suggested that she sends personal thank you notes to all of her
clients once in a while - after all they pay her bills, so she
should have enough to thank them for. She said that she'd do it,
but thank you notes are too common! Too common? - I was really
puzzled and asked how did she arrive at that conclusion. I told
her that I don't get that many thank you notes and asked if she
She said she didn't get many notes either.... Why then had she
assumed that sending a note to a customer is too common an
She responded that her shop prints tons of thank you notes every
day -- it is one of the most popular item on on her order form
(besides business cards). So, she assumed that everybody writes
those notes all the time! It is a mistake that many people make.
Very few people in business ever send thank you notes and even
fewer (and far between) do it on a regular basis. Oh, yes they do
order them, but then they keep them in their closets forever. In
a meantime we look for extraordinary ways to WOW! the people
around us to get their attention and appreciation - at the same
time discounting the most obvious and most effective tools.
A personal note is such a tool. It is nice when someone sends you
a short note thanking you for your help on the project or for the
lovely dinner you shared. Doesn't it make you feel good - even
great? Sure it does. And in business - do you appreciate when
your bank sends you a card thanking you for your business? Aren't
you more likely to remember that nice salesman who dropped you a
note? More likely to call him again? Maybe even send him a
Ah-hah! Referral... Now I got your attention!
It takes only about three minutes to write a note, fold it, stick
it in an envelope and mail it, but the power of it is awesome. It
is one of the ultimate success weapons. People who send Thank You
notes are though of as gracious, well mannered -- and since so
few people do it -- also a clear cut above the rest.
You see, personal notes build relationships, the most important
element in any business. They demonstrate your commitment to your
contacts and to the service you provide. They are also the
perfect way to introduce new products and services to your
customers. In other words writing notes is a cornerstone of any
The power of personal notes is unquestionable. But in order to be
consistent and rewarded by your note writing, you must develop a
systematic approach to it, without losing spontaneity.
Here is my Five Step System that will make your notes effecive:
Use a broad tip pen for a bold, easy to read message.
Make the note short - maximum 3-5 lines.
Have a unique close (rather than "sincerely" or "regards").
Write not only the date, but also a time of the day .
Decide to write a minimum number of notes per day or per week.
Another important point: stay away from those preprinted "thank
Many times it will be inappropriate because not every note you will
write will be a thank you note.
Besides the best "thank you" is the appreciation expressed in your own word.
Private Reply to Bob Tyndall (new win)