4Hoteliers
SEARCH
SHARE THIS PAGE
NEWSLETTERS
CONTACT US
SUBMIT CONTENT
ADVERTISING
The Power of a Handwritten Note.
By Dennis Snow
Sunday, 3rd October 2010
 
Do little courtesies, like a handwritten note to a customer, really have an impact on customer loyalty?

If the product is bad and the processes consistently poor, then the answer is likely to be no.

In the long-term, small courtesies won't make up for a dysfunctional business model.

But when the product is good and the processes are customer-friendly, little touches like can lock in an emotional connection between the customer and the organization. My wife's nephew, Ryan, recently sent me the following note:

I had to share this story with you. A couple weeks ago I ordered a speaker for my home theater system from Crutchfield.com. Today, I received a letter in the mail from them. It was a handwritten note thanking me for my purchase. Even though they're a huge company and I don't think the person writing the note actually had anything to do with my transaction, it made me "feel" like I was important to them. Kind of nice. Thought you might appreciate that.

The handwritten note Ryan received clearly had a positive impact. So much so that he was willing to take the time to share the story with me. My guess is that the next time he needs to make an electronics purchase, Crutchfield will certainly be in the running for Ryan's business.

Something to think about: What personal touches are you adding to show your customers that you appreciate their business?

About Dennis

Dennis Snow's customer service abilities were honed over 20 years with the Walt Disney World Company. There, he developed his passion for service excellence and the experience he brings to the worldwide speaking and consulting he does today.

He began his Disney career in 1979 as a front-line attractions operator. As he advanced through the company, Dennis managed various operating areas throughout the park, learning and applying the skills it takes to run a world-class, service-driven organization.

http://dennissnowblog.com
Global Brand Awareness & Marketing Tools at 4Hoteliers.com ...[Click for More]
 Latest News  (Click title to read article)




 Latest Articles  (Click title to read)




 Most Read Articles  (Click title to read)




~ Important Notice ~
Articles appearing on 4Hoteliers contain copyright material. They are meant for your personal use and may not be reproduced or redistributed. While 4Hoteliers makes every effort to ensure accuracy, we can not be held responsible for the content nor the views expressed, which may not necessarily be those of either the original author or 4Hoteliers or its agents.
© Copyright 4Hoteliers 2001-2024 ~ unless stated otherwise, all rights reserved.
You can read more about 4Hoteliers and our company here
Use of this web site is subject to our
terms & conditions of service and privacy policy