This week's focus point -

November is the month for officially giving thanks. Too often, businesses don't do a very good job of this.

I played golf last Friday with clients. It was a beautiful Friday afternoon and although I didn't score an eagle, I saw a magnificent one flying overhead on Hole #16. We all enjoyed our day. I was surprised to see an e-mail the next day from the golf course that read,

"Dear Dan, on behalf of the entire staff here at White Horse Golf Club, we would like to again thank you for choosing to be our customer for the day and we look forward to your return visit. At White Horse, our goal is to provide every guest with an exceptional experience when visiting our course. Your feedback is critical to letting us know how well we are achieving this goal." A short survey followed (3 questions and a place to comment).

I'm not asserting that every business send out a survey. For some (like golf courses) it makes sense. For others, it might be a short thank you card. For others still, perhaps a letter of gratitude.  Saying "thank you" and asking for honest feedback often gets lost in translation in business because we get in too much of a hurry. When someone like White Horse Golf Club does it, it sticks out like a sore thumb. And that's the type of sore thumb you should like to be!

P.S. Thank you for subscribing to and reading this monthly memo. I get feedback every week on the topic and I'm appreciative of your kind words and comments.

This week's quote -"Age does not protect you from love, but love to some extent protects you from age."
- Jeanne Moreau

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