Hand Written Thank You Note – A Big Mistake

Have you ever sent a hand written note to a customer? A thank you letter? A birthday message? Emily Kelly had this to say about how she uses some old fashion methods to connect with her customers:

Emily Kelly • I firmly believe in the power of “paying it forward”, giving others genuine compliments and sowing affirmation as a regular practice. You’d be surprised how far it goes. I also practice the age old art of hand written thank you notes and calling when promised. These things have really worked for me … probably because few people do them anymore, and just like price and demand … if it’s rare, it’s treasured!

I agree.  A hand written notes says that you took time and gave it some thought. Unlike e-cards or computer generated messages, a hand written note is personal.  But just be careful that you don’t try to take short cuts with those personal connections.  It could come back and bite you!

I recently heard the story of a woman who received a thank you note with a hand written message from her MALE insurance agent. She and her husband have been long time customers of this agent and the thought of a hand written note was a good one. Problem? It was written in a flowery, hearts dotting the “i” hand of his female secretary.

The idea was a good one.  The execution? Not so much. In fact, the customer said that “I’m now questioning his ability to personalize his service to me if he can’t even sign his own note cards.  I’m thinking of shopping around and all because he delegated the note card writing instead of taking the time to write the note himself.”

Thinking about sending a note to your customers? Great idea – but make sure you don’t try to delegate the assignment of building relationships to a member of your team. You wouldn’t delegate dinner with your loved one to a neighbor, would you?

I’m just saying….