A Powerful Thank You Note

posted: Friday, December 20, 2019

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With the holidays now upon us, it’s time to review the importance of thank you notes and how important they are when it comes to repeat customer and referrals. I wanted to share with you something I’ve never heard of but I think if salespeople can find a way to incorporate this idea into their work, the benefits will pay off for a long time.

My niece had surgery a few weeks ago, and as you know, there are literally hundreds of people that you encounter before surgery, the day of and after. How many times have any of you heard from those people after the surgery and after you were discharged? My guess is not many, right?

A few days after getting home, my niece received a thank you note from the hospital. I know what you are thinking, it was just a computer generated note that is either not signed or signed by someone my niece never met. I know that’s what most of you are thinking because that’s what I thought, and I was wrong.

This note was handwritten and it was signed by just about everyone who helped my niece on the day of surgery and after the surgery as well. It was signed by the admissions person who got everything started. It was signed by all the pre-op nurses and staff. It was signed by the two people who transported her from pre-op to the operating room. It was signed be literally everyone who had a hand in her care on that day, including all the doctors.

The fact that they all signed it is impressive enough, but most of them also added something personal that they and my niece talked about. Some just said “happy holidays” or “I hope your recovery goes well.” The note was personal and showed how much this company (hospital) cares about its customers (patients.)

This model can be used in the field of sales. Obviously, there are less people involved in a sale but it can still be done. A thank you note could be signed by the salesperson, the manage, the store owner, etc. Yes, it’s more work but if my niece ever needs medical care again, where do you think she’s going to go?

The personal touch matters and in the field of sales, it’s this kind of thing that can separate you from the salesperson and/or the competition down the street.

Merry Christmas and Happy Holidays!

FINAO - Brad Huisken

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