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November 16, 2007
Five must-haves for thank-you notes
It's simple, of course, but a handwritten note from a business always gets my attention because it's so rare.
Inevitably, I either tell people about a note or blog about it.
Here's one I recently received from, surprise of surprises, my new gym:
It's pretty good. Lauren gets major gold stars for the effort alone, but I think there are five must-haves for an effective, buzzworthy thank-you note:
- Spell the recipient's name correctly (doh!).
- Thank the person for choosing your business. If they shared a specific reason why they choose your business of why they like it, reaffirm it. For heaven's sake, though, don't turn it into a sales pitch.
- Include a personal detail about the recipient that you picked up on. Prove that you were listening. Humanity is a good thing in the antiseptic world of business.
- Open the door to feedback. Whether the recipient provides it isn't the point; it's the idea that you're passionate about creating a recommendable experience.
- Be authentic: Include your full name and contact info -- email and/or phone. Or a business card.
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Not only should the note have clear contact information but I want to take this opportunity to emphasize making contact information much easier to find on your wesbite or blog. While having a dynamic and interactive page...it shouldn't have to take much investigative work around your site to find out how to contact you.
Herman
Maybe it's a European thing but I find the letter that you showed to be far too full of business-speak to impress me as a consumer. It comes across as formulaic and insincere. In this culture (Ireland) it would have to be written very differently.
It's still a great idea though.
Simon,
I agree that the content of the note is a bit contrived. The gym gets some points for sending a handwritten note, but loses some on style. That's why I wrote the list of 5 must-haves...to help businesses write a better letter : )
I will add one more here! Please, please have good handwriting. Nothing worse than a thank you letter you can't decipher. = )
I could not agree more, especially with number three - personalize it with something specific. The notes that connect end up on desks, walls and fridges, those that are generic or sales pitches quickly get recycled.
I could not agree more. Worthy post. Relevant and accurate. If one takes the time to handwrite, then one should put more thought into it. With content so contrived, why not just Mail Merge and print?! At least that way, the recipient's name will be spelled correctly. And typeface can compensate for awful penmanship!
Great advice. These days, businesses just throw standardized messages onto pre-printed postcards and think they are touching their customers. There is nothing like getting a handwritten note!
Want to surprise your customers and associates, find a pen and use it!
Very good post and point made regarding handwritten thank you notes. The personal connection with the customer means so much more than the usual form letters, or in a growing number of cases, no follow-up communication at all. This is especially important when you are in business to sell your own artwork or creative services. When people purchase art they're also purchasing a bit of the artist.
I agree with your 5 must-haves, but I can't say that I would be too picky if I were the recipient of a handwritten note. Knowing that somebody took the time to go pick up a card, write a note, and then mail it really means a lot to me. It is weird to think that just 15 years ago this was a common practice.
I would like to say thank you for this useful article.
great, use full article, thank you
I think it's great that they took the time to handwrite a thank you note. I would agree, however, on making sure that if you handwrite a note, make sure your handwriting is neat and tidy.
