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Part 2: Low Tech - High Impact

 

 

 You just never know!

 

THANK YOUR EXTERNAL CUSTOMERS

  

Producing newsletters is an interesting exercise - we just never know which ideas are going to hit. Recently I sent out a newsletter suggesting that handwritten thank you notes could be impactful. This was based on an experience the CEO of the Lauterbach Group had.

 

Well, that opened the floodgates - even for the Lauterbach Group! Since receiving the handwritten note made such an impact, they decided to send some out. Jim Gottfried is a Client Service professional there who immediately jumped on the idea. And, here is what he received in his inbox:

 

Hi Jim!

 

I got your card yesterday, I love your handwriting! It was nice meeting you too! It was a fun trip visiting your facility. I can't believe we finally made it out there.

 

A thank you for the thank you!

 

I received hand written thank you notes thanking me for the idea. Other people reported sending and receiving the notes.

 

It gets better.

 

THANK YOUR INTERNAL CUSTOMERS

 

Arturo Rodriguez receives our newsletter in South America. Here is his comeback:

 

Chuck,

Can you imagine that our CEO and President sends us all (we are about 30) handwritten cards for our birthdays, company anniversary's and for Xmas? Mike Fralix (our CEO/President) is a remarkable person, you should talk with him one day.  

Saludos

 

 

Okay, and then this.

 

HAVE YOUR EXTERNAL CUSTOMERS THANK YOUR INTERNAL CUSTOMERS 

  

Delta upgraded me on a flight back to Atlanta. The young flight attendant was attentive but not intrusive - the way customer service should be. When she returned my jacket, she handed me the hangar tag with her note on theDelta TU back. She did this for every passenger riding up front that night. Delta has a program that provides customers with simple forms we can use to recognize great service from their employees. The forms are worth points which can be redeemed for merchandise. I find myself discarding them as they expire but on this flight I made sure to hand one to Ashley.

 

It seems that old-fashioned efforts might be new again.

 

So, what ideas have been stirred in your mind? What will you do with the ideas?

    

 

Teach Others!


 

Chuck Reaves, CSP, CPAE, CSO 


CSING

P.S. Did you know I provide a sales-focused
Customer Servicing training? 

 

 


 

800. MR. REAVES (800.677.3283)

Chuck Reaves, CSP, CPAE, CSO
SaleSSuiteS
770.965.5595
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