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Business customer experience

Put it in Writing

Remember the classic school-yard taunt that embarrassed countless young romantics during their most formative years? [Insert name] and [insert name] sitting in a tree, k-i-s-s-i-n-g. First comes love than comes marriage, then comes mommy with the baby carriage. Now that I am living that anthem of tweendom, I’d add a second verse: Then comes countless hours of writing thank-you notes for crock pots, lace doilies, and ducky covered burp cloths. If I’d known weddings and babies led to hand cramps, writer’s block and whiny husbands who would rather change the diaper pail than write even one thank-you note, I might have thought twice about visiting the kissing tree. But, as much as I’d like to see handwritten thank-you notes go the way of the telegraph, that would be a mistake.

Yes, you can say thank u in a text message, but it lacks the personal touch that says, I give a darn. And don’t we all want to know that when we give something of ourselves, someone else gives a darn? This is true for personal relationships and its true for business. When a customer writes a check for a product or service, a simple handwritten thank-you goes a long way towards creating goodwill.

  • If you’re a service provider, send a signed thank-you note to first time customers
  • Write a quick thank-you or personal greeting on invoices
  • When you receive a big order, send a written acknowledgment.
  • Ask your staff to sign any greeting cards sent to your customers

Adding a personal touch lets your customers know you’re thinking about them and improves the customer experience. When it comes time for them to make their next purchase, they just might return the sentiment.

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