Do you send hand-written thank you notes to your customers?
I met with a business owner yesterday who told me he used to, but lately he’s fallen off the wagon.
My advice was this: if you can do it in a genuine way, it pays off. But if you don’t have time to focus on why you’re thanking them and make the note meaningful, forget it. You could do more damage than good.
Here’s an example of what I’m talking about: I recently bought a gift at a store at University Village. When I told the sales gal it was a birthday gift for a friend, she offered to wrap it up for me.
“Thanks, that would be great,” I replied.
I don’t normally shop there but I left with a good impression of the store and the sales woman. A week or so later, I received a note from her in the mail.
“How thoughtful,” I thought as I opened the red envelope. My initial impression of the place went up another notch.
Inside was a hand-written note from her, thanking me for shopping.
“Enjoy your bracelet!” she wrote.
It feels odd to get a thank you note from someone who doesn’t have the facts straight. Imagine inviting friends for a salmon dinner and they send you a note that says “We had so much fun and those BBQ burgers you cooked up were delicious!” You’d be scratching your head, right?
I felt like sending the card back marked, “Not at this address” because it didn’t feel like it was intended for me.
Tip: Don’t just send a note; use the thank you as a way of extending the experience – and connection – with your customer.
And if you can’t remember, don’t do it.